Calculator Glossary:
Number of agents responsible for customers calls
The average monthly salary of an agent
The average number of calls per agent per day
The average time is the average duration of the entire customer call transaction, from the time the customer initiates the call to ending the call, including all hold times and transfers
The average % of AHT improvement per month
1
Decreasing Silence Rates
2
Increasing Agent Responsiveness
3
