Calculate calls for call center

30 pts.
Tags:
Call Center
I have agents that are logged on different queues during the day and some calls get calls and some not. How can I calculate? Should I have the number of hours an agent was connected on a queue?
0

Answer Wiki

Thanks. We'll let you know when a new response is added.
Send me notifications when members answer or reply to this question.

Discuss This Question: 4  Replies

 
There was an error processing your information. Please try again later.
Thanks. We'll let you know when a new response is added.
Send me notifications when members answer or reply to this question.
  • Subhendu Sen
    What reference have you asked this query? Is this related to call center concepts? What type of equipment you have? Please back with more details.
    141,200 pointsBadges:
    report
  • ToddN2000
    135,305 pointsBadges:
    report
  • mohamed123
    @Subhendu
    Hi, Yes it's for a call center. I have agents that speak only English (8$/hr) and agents that are bilingual (SP & ENG) for 12$/hr. I know that one of the ways is to take the number of calls taken by an employee divided by his salary. but the thing here is that we want to know the cost per queue. So example a bilingual agent that is connected to multiple queues (ENG & SP), what is the exact cost per queue with the number of calls taken per queue and the time he was connected to a queue. If you want i can email you the data I have?
    30 pointsBadges:
    report
  • mohamed123
    @ToddN2000, thanks, will look up this link
    30 pointsBadges:
    report

Forgot Password

No problem! Submit your e-mail address below. We'll send you an e-mail containing your password.

Your password has been sent to:

To follow this tag...

There was an error processing your information. Please try again later.

Thanks! We'll email you when relevant content is added and updated.

Following

Share this item with your network: