How to calculate productivity

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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

Posted 10-Sep-13 18:01pm

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Ron Beyer · Accepted Answer · 2013-09-10T18:06:00

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%

Member 10265811 · Accepted Answer · 2013-09-10T18:36:00

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

How to calculate productivity

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How to calculate productivity

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