Hi guys, I work in a call center environment and I am working on improving my team's productivity by showing them a number to help them manage their calls.
Here is the situation:
One of the metrics we use to measure productivity is the use of Average Handling Time (AHT), we measure this by dividing the total number of seconds of all calls over the total number of calls taken.
AHT = Total Number of Seconds/Total Number of calls Taken
In order to be productive, a person needs to meet the target AHT of the day which is 150secs. We categories each call as Long Calls and Short Calls
Short Calls are those who have the duration of less than 2 mins and Long calls are those who have duration of more than 2mins.
Sample Data:
Total Sum of Seconds: 2,583 secs
Total Number of Calls: 10 calls
AHT = 2,583secs/10calls = 258.3
Here is the PROBLEM:
Given that the target goal for AHT is 150 secs and the data shows that he has 258.3 secs, "How many Short Calls (2min call) does he still need to meet the AHT goal of 150secs?"
The answer to this problem will give my teammates a number of calls they need to reach the daily AHT Goal.
I need a formula for me to use to extract this information in an MSExcel File.
Hope you guys can help me with this problem.
Here is the situation:
One of the metrics we use to measure productivity is the use of Average Handling Time (AHT), we measure this by dividing the total number of seconds of all calls over the total number of calls taken.
AHT = Total Number of Seconds/Total Number of calls Taken
In order to be productive, a person needs to meet the target AHT of the day which is 150secs. We categories each call as Long Calls and Short Calls
Short Calls are those who have the duration of less than 2 mins and Long calls are those who have duration of more than 2mins.
Sample Data:
Total Sum of Seconds: 2,583 secs
Total Number of Calls: 10 calls
AHT = 2,583secs/10calls = 258.3
| Duration of a Call (MM:SS) | Minutes converted to Seconds |
| 7:10 | 430 |
| 5:35 | 335 |
| 4:03 | 243 |
| 1:30 | 90 |
| 3:45 | 225 |
| 5:59 | 309 |
| 2:32 | 152 |
| 3:11 | 191 |
| 1:45 | 105 |
| 8:23 | 503 |
Here is the PROBLEM:
Given that the target goal for AHT is 150 secs and the data shows that he has 258.3 secs, "How many Short Calls (2min call) does he still need to meet the AHT goal of 150secs?"
The answer to this problem will give my teammates a number of calls they need to reach the daily AHT Goal.
I need a formula for me to use to extract this information in an MSExcel File.
Hope you guys can help me with this problem.
