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Posted: Wed Nov 04, 2009 2:30 am Post subject: Agent Call Time
Hi,
I'm trying to work out an agents average after call time.
Is this their, After call time divide by the number of incoming and outgoing calls they've had??
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Wed Nov 04, 2009 2:39 am Post subject:
Say again please? I don't understand the question. The average is always the total divided by the number of occurrences, assuming you intend mean. But you seem to already understand that. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Wed Nov 04, 2009 2:57 am Post subject:
Try checking the arithmetic _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Wed Nov 04, 2009 3:22 am Post subject:
well if you divide 131 by 47 or 48 and get 2.73, how can you get a number nearly ten times larger when you divide 93 by the same number? _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Joined: Sep 16, 2006 Posts: 3110 Location: London, UK
Posted: Wed Nov 04, 2009 4:10 am Post subject:
So we are doing math as well
Gee....
how about physics or chemistry
sTaD
What time did Bob log into the system
What time did bob log off the system
Subtract or not count - time when not on service call - call out etc
There is the total time on the agent call
If he is on for 6 hour or 360 minutes and had 36 calls, then his average is 10 minutes per call
It is that simple
If your system has the capabilities, then you can get the max time on a call and the minimum time on a call.
If you took statistics or higher level maths (english version), you can figure out the mean, the average, the delta, tau, etc etc
please note the arithmetic mean and the average are not the same
thing _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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