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Weighted Averages
Absolutely correct - I often see team leaders who simply take an average of multiple averages giving an inaccurate picture of service delivery.
A little Excel tip - use the SUMPRODUCT function for this kind of caluclation (this is probably one of the most useful functions for Call centre staff available).
As an example, if you have three queues with the calls offerred in cells A1, A2, A3; the handle times on each queue in B1;B2;B3; the service levels in C1; C2; C3, then your overall AHT can be calculated as:
=SUMPRODUCT(A1:A3,B1:B3)/SUM(A1:A3)
and your overall service level can be expressed as:
=SUMPRODUCT(A1:A3,C1:C3)/SUM(A1:A3)
hope this helps
Dom
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