Number of concurrent or active agents working per shift in all locations.
Number of working shifts in a day.
Average annual fixed salary per agent
50
Other overhead costs per agent which includes office overheads, equipment’s, training costs, etc. In most cases, it’s 50% of fixed salary.
Handling time is a measurement of the total amount of time spent on a complete interaction. It includes everything from the first ‘Hello’ to the agent finishing after call wrap and getting ready for their next call
1
Number of applications an agent uses in your contact center including CRM, ticketing software, in house database or any other bespoke application.
In Every Call
Average number of times an agent copy & paste customer information in different applications other than CTI
Average number of times an agent switches screen between multiple applications to access customer information.
Once
Average number of times an agent writes repeated notes in different applications for a call.
Select Yes if your agent types / writes an email with standard text to various stakeholders including customers, otherwise select No
With NovelVox Agent Desktop you can
The calculation is based on the assumption that your agent is productive for 6 hours a day and works 220 days a year.
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