Calls Per hour with blended agent

[olsonbr]

My questions to you all is how do you go about calculating Agent Calls per Hour when you have agents that are skilled and take calls in more than one queue. We have a client that want us to report CPH on each skill, but all of our agents are dual skilled to take all the calls on multiple lines of traffic. Any thoughts?

[troymass]

I use Erlang.com for quick quotes.

[JoeB]

How are calls routed to agents? Are all calls go to all agents, or is there a way to identify to skill by IVR entry, extension number etc.? If these are impractical then it is not likely that you can use the ACD to report calls by skills. Another option is to report by call type, i.e identify the skill in the call record and produce the report from the call tacking software.

For Erlang calcs try www.DiagnosticStrategies.com/easyerlang.htm

[sigalpha]

Depending on what type of ACD and reporting software you are using, you should be able to configure a report to show Calls by Agent by Skillset. It may take some customization. If you can get this report, you can sum the number of calls produced.

What type of ACD are you using?

[Martin Mears]

Create (if you don't already have one) a report that shows call length by application. Call length should be a combination of talk, consultation and wrap up times.

With the information on call length, you can determine what the CPH would be if the agent only took that single type of call.

[Ted Sandeman]

If you are planning the number of calls per hour, rather than observing history through ACD reports, you should be looking at a contact center simulator. There is a description of one on our website, www.acmdiagnostics.com, but at present it is directed at a mix of voice calls and emails, rather than voice calls in different queues, though it could be adapted for this if there were demand.