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Need to analyze call center metrics to develop three formulas for a call center report.
Please review the 2 attached reports & sample formula.
1.) We need to determine the amount of work we are doing: Something like (time logged into system - actual work time)
2.) Determine our efficiency: - Something like (Talk Time + Work Time/Hours logged in)
3.) Number of agents needed per hour: Forecast of calls expected / (work time*60)/Call handle time.)
The formulas above are a very vague idea of what I am looking for. We want someone to develop the actual formulas based off the available reports we have.
You may have to research how call centers measure efficiency.
End product must be 3 sample reports in Excel and an written report of the formulas with a proof for the reports.