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Asa, Aht, Sl
Hello everybody
Did anybody knows the mathematical formulas that's calculate ASA, AHT and SL(Average Speed of Answer, Average handling Time, and Service Level) on multiple queues.
For example: If i have 4 queues in a inbound callcentre an ASA is
23,51,0,48 in a day, what is ASA overall/day?
I am asking this because it is not a simple average{(23+51+0+48)/4}and the software that i use don't use the aritmetical average.
Thank you.
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