UK and IrelandOccupancy Levels
Welcome to the Occupancy Levels subject, the available toolkits are displayed below.
Toolkitstoolkits rss
ACD Custom Reports 1
Content for your own designer ACD custom reports. … View
ACD Custom Reports 2
Content for your own designer ACD reports … View
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 Calculators - Agent Nos. to Occupancy Levels
Get an idea of the occupancy levels of agents during various time segments. Non-Erlang/SL … View
CC Calculators - Agents & Occupancy
Get an idea of how many agents required per 30 mins at given occupancy levels and also the reverse, what occupancy levels can you expect from a giv… View
CC Calculators - Erlang Calculator
For given service level and call variables, calculates - Agents, trunks, service level, percent queues, percent abandoned, utilisation, ASA. … View
CC Calculators - Occupancy Levels to Agent Nos.
Get an idea of how many agents required for various time segments at given occupancy levels. Non-Erlang/SL … View
priTel's Rule 75 - Efficiency & Stress Guage (Excel Model)
Use these tools to check efficiency and stress levels of your call centre … View
Quality Key Criteria - Job Description Additions (Free Toolkit)
Additional key criteria for a Quality Analyst Job Description … View
Work Activity Modes (WAMs) - Advisor Tracking Stage 1
WAM tracking - Exception Report for staff with over 20% Wrap … View
Work Activity Modes (WAMs) - Advisor Tracking Stage 2
WAM Exception Report - Tracks staff with Wrap over 15% and Ready below 80% … View
Work Activity Modes (WAMs) - Call Centre 1
For Advanced Excel users only - reporting for Work Activity Modes (Includes running averages for Occupancy & Ready) … View
Work Activity Modes (WAMs) - Call Centre 2
For Advanced Excel users only - reporting for Work Activity Modes (Includes running averages for Occupancy & Ready) … View
Work Activity Modes (WAMs) - Monthly League Competition
Fixtures and league tables for team competition to improve Ready (Talk + Available time) … View
Work Activity Modes (WAMs) - Set-up Guidelines
Documents to support Work Activity Mode implementation - including staff handouts. … View
Work Activity Modes (WAMs) - Team Reporting
Team reporting for Work Activity Modes - records each WAM (Talk, Available, Wrap, Breaks) together with Occupancy and Ready by both time and percen… View