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  • Microsoft Excel: Calculate total average productive state for real-time staffing

    Hi! Can you help me with my Excel inquiry, please. I can't seem to figure out how to calculate the AHT, (+) avail,(+)acw in 30 min increments?

    garfield15 pointsBadges:
  • Any suggestions on how to lower ACW?

    Does anyone have any suggestions on how to lower ACW? In my industry, it is expected to enter all notations while the customer is on the phone and ACW should only be used in rare instances.

    Busymom724115 pointsBadges:
  • Unattached ACW

    What exactly is unattached ACW? Or, more specifically, where does it come from. The avg time of ACW (attached) and the total time do not match up. I know that it is considered 'not attached to a call', but how do the agents rack it up?

    Auggie245 pointsBadges:
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