Introduction

The Contact Center Performance Calculator enables supervisors to evaluate different parameters that influence the efficiency of a Contact Center. By adjusting one parameter, users can instantly see its effect on overall performance.

Use Case Example: Managing Teams (Sales, Support, and Accounts)

A supervisor managing Sales, Support, and Accounts teams can use this feature to optimize workforce allocation and predict service levels. For example, when scheduling holidays for employees, historical data and KPIs can help forecast the anticipated service level based on available resources.

Scenario:

A supervisor wants to schedule holiday leaves while ensuring the service level remains unaffected. By entering key metrics such as the number of available agents, call volumes, and average call duration, the calculator provides insights into required workforce adjustments.

How to Use the Calculator

Input Parameters

• Service Time (sec): Time (in seconds) used to measure the Service Level.
• Service Level (%): Desired percentage of Service Level.
• Calls Per Hour: Average number of calls per hour.
• Avg Call Duration (sec): Average duration of a call in seconds.
• Avg ACW Time (sec): Average After Call Work (ACW) time in seconds.
• No. of Agents: Number of available Agents.
• Agent Workload (%): Workload percentage per Agent.
• Avg Abandon Time (sec): Average time (in seconds) before a caller abandons the call without speaking to an Agent.

Actions & Calculation Buttons

• Button: Clear – Resets all input fields and results.
• Button: Service Level – Calculates the Service Level based on current parameters.
• Button: Number of Calls – Determines the number of calls that can be handled per hour.
• Button: Number of Agents – Computes the required number of Agents.
• Button: Abandon Count – Estimates the number of abandoned calls.

Results Section

• Displays the calculated results based on the entered parameters, allowing supervisors to make informed staffing and scheduling decisions.

Summary

The Contact Center Performance Calculator is a powerful tool for supervisors to optimize workforce management, schedule holidays, and ensure service levels remain optimal. By leveraging this feature, managers can make data-driven decisions to enhance team efficiency in Sales, Support, and Accounts departments.