call center

Hi all! Another questing regarding the call centre data I am working with. Similar question to my last post, thanks again to Joe4 for their awesome response/formula! In this problem, I am needing to assign a Time Period Category (column A) to the Start Time (column B) of the inbound call to...

Hello all! Any help is appreciated as I am new and trying to figure out things in excel. I am trying to calculate the overall absenteeism rate for a particular month. (%) Given facts: Absenteeism rate = the amount of absences divided by the amount of total planned working days. Result is a...

I am working on a form that calculates how many people are scheduled to take phone calls at any given time. I have a cell with NOW()-INT(NOW()) to give me the current time... I also have a list in another sheet (secret) with the roster (Name, Line of Business, dates (M,T,W,J,F...), start time...

hello, I'm pretty new to Excel. What I'm trying to do is count (repeated calls) the number of times a person calls within 3 days the criteria is same customer ID,same customer mobile,same date and same reason . I use the formula =COUNTIFS($B:$B,B2,$A:$A,A2,$F:$F,F2,E:E,">="&(E2-3),E:E,"<="&E2))...

Hello, I need a simple formula for calculating Average Time Between Calls, aka Prep Time or Average Idle Time. I have done this in the past but can't for the life of me, remember my old formula. Some call center reporting does this for you, but not the one my company uses. Here is the data I...

Hi! This is my first time posting here. I hope someone can help me I have a person that sees walk-in people and also answers calls for a call center. I'm creating a prod report where: person has to see 4 people in 1 hr or answering 12 calls in 1 hour. shift time is 8 hrs., and I need the weekly...

Hello, I need some help on figuring out the design (ie. modules, controls, structure) for a VBA program I want to make to create the required schedules at a Call Center. I haven't really got into the coding part yet, I'm struggling a little bit with the designing of the program and how I should...