Microsoft Excel - Need to understand the industry standard formulas for call center metrics

Asked By Bobbie Payne on 29-Nov-12 02:35 PM
Metric #1 - Call abandonment rate of 5% or less for calls in a hold status for more than 60 seconds.
Calls that are abandoned in a hold status for 60 seconds or less will not be counted for calculating SLA.

642 All calls in
129 Abandonded
103 Abandonded <=60s
026 Amended Abandoned [abnd -abnd <=60s]
082 Abandonded Calls on Hold >=60s

I contend the formula should be [amended abnd ÷ abnd on hold >=60s]. Is this correct? I show 31.71% abnd rate.

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Metric #2 - Answer 90% of the calls within 60 seconds or less.
Calls that are abandoned in a hold status for 60 seconds or less will not be counted for calculating SLA.

539 Amended Calls In Answered [all calls in - abnd <=60s]
457 Calls Answered <=60s
513 All Calls In Answered

I contend the formula should be [calls ans <=60s ÷ amend calls in ans]. Is this correct? I show 84.79%.

Also, for additional data I would like to dfisplay the % Calls in Answered. Question: which is the correct formula:

[all calls in answered ÷ all calls in]? 513/642 = 79.91%
               or
[all calls in answered ÷ amended calls in answered]? 513/539 = 95.18%

Whew. Thanks
Robbe Morris replied to Bobbie Payne on 29-Nov-12 05:35 PM
Does this relate to an inbound or outbound call?
Harry Boughen replied to Bobbie Payne on 29-Nov-12 09:12 PM
Hello Bobbie,

As near as I can see you are doing the correct calculations for the two defined metrics.

As for the last, to be strictly correct I would think the first, but as there seems to be a penchant for ignoring those that give up in less than a minute then the second would seem to be the go.

Do the people that define the metrics not give examples somewhere?

Harry