Weighting

Author: CCa2z

Date: 26th November 2009

Weighted averages should be used wherever data needs to reflect the relative importance, volume and contribution of each item.  It is not sufficient to use the arithmetic mean to average out data.

Below, if we added together the two AHTs and divided by two, we would up with an erroneous figure of 340 instead of the weighted figure of 222.

 

 

 

Calls

 

Seconds

 

AHT

Call type 1

 

150

 

75,000

 

500

Call type 2

 

1,000

 

180,000

 

180

 

 

1,150

 

255,000

 

 

 

 

 

 

 

 

 

Overall AHT

 

 

 

 

 

Incorrect

 

(500 + 180) / 2

340

Weighted

 

255,000 / 1,150

222

 


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