Looking for a formula to measure effectiveness on the queue. In order to assess how many agents we require, we assign queue schedules for our agents. During the queue schedule times, agents are required to be on the queue, however if they need to call outbound, or receive inbound direct calls they are welcome to do so. This creates a challenge as the effectiveness rate is based on many factors. I wanted to see if anyone could help me with a formula to determine how effective an agent is on the queue.
Sample: Agent A: Schedule: 1:00PM to 2:00PM, 3:00 to 5:00PM Agent is available on the queue from 1:19 to 1:38, 1:48 to 1:56, 2:09 to 3:32, 4:39 to 4:58 During the available times, the agent is also receiving inbound direct and making calls outbound. For example for the above agent, the agent spends 19 minutes on inbound direct calls, 33 minutes on outbound calls, 42 minutes on queue talk time.
How can I determine if the agent is effective on the queue or are they spending too much time on "other" activities such as outbound and inbound direct calls and what would the formula look like?
How can I determine if the agent is effective on the queue or are they spending too much time on "other" activities such as outbound and inbound direct calls and what would the formula look like?
It is a bit more complex than the following:
([Queue Available Time] - [Queue Talk Time + Outbound Talk Time + Inbound Direct Time]) / [Queue Schedule Time]
The agent has multiple lines (2 at most) so they might contain more time than scheduled as they could be on a queue call call and on an outbound call. They do not receive queue calls while they are on a line with an outbound call, direct call, or queue call.
