如何计算生产力 [英] How to calculate productivity

问题描述

嗨计算生产力。我的代理人进行了35次呼叫，持续时间为6分钟（包括保持，acd和acw时间），其余时间他们正在等待呼叫

Hi to calculate productivity. My agents takes 35 calls with an aht of 6 mins (including hold, acd and acw time) and for rest of the time they are sitting n waiting for calls

推荐答案

利用时间/可用时间=利用率



因此，假设他们有8小时的一天，在那一天他们得到1小时的午餐和2 15分钟的休息时间，所以他们有6.5小时的可用时间。如果他们在6分钟时接听35个电话，那么这个电话是210分钟或3.5个小时。 3.5 / 6.5 = 54％

Utilized time / available time = utilization ratio

So lets say they have an 8 hour day, during that day they get a 1 hour lunch and 2 15 minute breaks, so they have an available time if 6.5 hours. If they answer 35 calls at 6 minutes a piece that is 210 minutes or 3.5 hours. 3.5/6.5 = 54%

非常感谢Ron Beyer。它帮助了我，它清除了我的怀疑。但是我有一个更快的问题要问你。现在你将如何计算基于上述场景的占用率（只是分解统计数据（4.5分钟通话时间，1分钟保持时间和0.5分钟acw）以及生产率和占用率之间的差异

Thanks a lot Ron Beyer. It helped me and it cleared my doubt. But i have one more quick question for you. Now how will u calculate occupancy based on the above scenario (just breaking up the stats (4.5 mins Talktime, 1 min hold time and .5 min acw) and the difference between productivity and occupancy

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