Calculating Idle Time in Call Center

[lavbo0321]

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 have for one agent

Total Shift Time in Seconds: 28343
Total Calls (ACD/Non-ACD/Outbound): 75
Total Call Time in Seconds: 12680
Average Calls Per Hour 3
Average Talk Time in Seconds: 206
Total Ide Time in Seconds: 12377

Any help would be appreciated.

 

[Asala42]

We're in similar industries but I tend to look at these in percentages (%Availability and/or %Direct Support) rather than an average time between calls.

I'd probably use:
=Total Idle Time / (Total Calls + 1)

In the example above, 75 calls means:
74 measurements of idle times between calls.
1 measure of idle time between login and the agent's first call
1 measure of idle time between the agents' last call and logout.

or 12377/(75+1) = 163 seconds (rounded)

 

[lavbo0321]

We're in similar industries but I tend to look at these in percentages (%Availability and/or %Direct Support) rather than an average time between calls.

I'd probably use:
=Total Idle Time / (Total Calls + 1)

In the example above, 75 calls means:
74 measurements of idle times between calls.
1 measure of idle time between login and the agent's first call
1 measure of idle time between the agents' last call and logout.

or 12377/(75+1) = 163 seconds (rounded)

This is excellent thank you.

I am thinking I will need to add Not Ready and Idle (Ready Time) together. I think that would give me a more accurate time between calls.