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

5 pts.
Tags:
ACW
AHT
Microsoft Excel
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?

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  • Subhendu Sen
    Probably this is a type of question for interview related. AHT or Average Handling time formula is like, aht = total talk time + total hold time + total wrap up time/number of calls handled or attended. Now using this formula you can calculate the same. For more help, please link here: http://searchcrm.techtarget.com/definition/average-handle-time
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  • ToddN2000
    More info is need like what are the current data columns and what formula are you currently using?
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