UK and IrelandAverage Response Time (ART)
Average Response Time
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Balanced Scorecard of KPIs & Objectives (All Levels)
Balanced Scorecard indicating performance targets for all levels of staff. Including Timeliness & Quality on one sheet for objectives … View
CC Calculator 1 - Expected Results from your Agent Nos. (30 min period)
Validate your expected performance results from the number of agents you have for a selected 30 min period (covers occupancy, service level and Avg… View
CC Calculator 2 - Expected Results from Total Call Input
Validate your expected performance results from the No. of agents you have for each 30 min interval of the day. Your total call volume for the day … View
CC Calculator 3 - Expected Results from Interval Call Input
Validate your expected performance results from the number of agents you have for each 30 min interval. You input actual call volumes for each 30 m… View
CC Calculators - Erlang Calculator
For given service level and call variables, calculates - Agents, trunks, service level, percent queues, percent abandoned, utilisation, ASA. … View
Daily & Cumulative Trend Volumes & SL
Track daily volumes, calls received, abandoned, service level and Avg Response Times. This also provides charts showing daily versus cumulative tre… View
Daily & Cumulative Volumes, ART & SL
Be able to track performance daily and cumulatively against target … View
Day Week Month & YoY Perf Data
Track Perfromance by day, week and month - compare with previous year - tracks Calls received, answered, abandoned, abandoned percentage, delay and… View
Monthly & Cumulative Performance
Track performance monthly by service level, ART & abandoned calls … View