Call Center Performance Calculation

[z9mjnels]

We are in the process of setting up some different schedule options at our support center through the use if Blue Pumpkin. We are trying to set up some threshholds that have to be met to be considered for some of the different options (4-10 hour days, Pick your days off, pick your starttime). We have roughly 60 people that work at our 24-7 helpdesk.

We originally thought that we would use what we call the Work Quotient which is the below formula

(AVAILABLE TIME+RINGTIME+ACD TIME)/(STAFFTIME-SCHEDULED OFF PHONE TIME)

*The SCHEDULED OFF PHONE TIME is made up of a number of AUX Codes that we use such as 2nd level time, lunch, break, scheduled meeting.

So, what this measures is how the agents are using the time that they are supposed to be on the phone. Here's the catch... If a person starts at 7:00AM and leaves at 3:30PM, the WQ is going to be lower than a person that starts at 11:00AM and works until 7:30PM. This is because the person who starts later will experience a lower call volume, and consequently will spend more time in Available, which drives up the WQ.

Does anyone out here use any formula that might work for us? Like I mentioned, there are 60 people working. Our busy hours are 7A-7P, and we maintain a skeleton staff during the night and afterhours

To equalize the busier shifts and less busy shifts deduct Available time (time logged on and waiting for a call) from the denominator.

I used this approach to calculate calls / hour for a 24 x 7 call center with the following formula:

calls handled / (staff time - available time)

Removing Available time from the denominator evens the playing field between busy times and less busy times. The same should apply for your WQ equation.

Best of luck