Call Center Management - Report Time and Quality Together in One Number

Here is an easy way to combine two important reporting measures (AHT and Quality) into one simple measure in order to quickly determine who are your best-performing agents.

IMPORTANT NOTE: Thanks to a valued viewer (Corduroy PJ) for pointing out an error on my part. The calculation detailed on the bonus slide section of the video (timestamp 4:48) does not work as it is intended to do. He is correct in saying "If we multiply everyone's performance with 0.8, the ranking would not change since everyone is multiplied with the same factor. If you'd like to give "more weight" to AHT, one way to do that is to "exponentiate" AHT ex: AHT^2/Quality."

Corduroy PJ - Thanks for helping to improve the information we have provided!!
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Видео Call Center Management - Report Time and Quality Together in One Number канала CareforCustomers