In general, the longer your AHT, the higher you can make your occupancy rate while still ensuring a comfortable delay in between inbound calls. Columns B & C show the times that each of a building's tenants left and returned on a particular day. Step 1: To get the percentage of each student I need to calculate the total marks obtained by them among 6 subjects. How to calculate Utilization and Occupancy rate in BPO. target: "#hbspt-form-1608120906000-0500836603", We want to calculate the building's occupancy rate at each of the times listed in column E. This means that every time you visit this website you will need to enable or disable cookies again. In this article, we’ll discuss how exactly to calculate call centre occupancy, and how you can use it to improve efficiency. Required fields are marked *. In real estate, there are generally two types of occupancy metrics that we care about: physical occupancy and economic occupancy. Thanks Register To Reply . Ste… In Excel, you can simply grab your two numbers an put them in a cell. Calculation the Percentage of Occupancy rate and Utilization Rate in Hindi Using Excel I have a given task to calculate the formula for percentage in excel of students based on the marks obtained in the year-end exams. Those macros correspond to the Erlang-C formula (see explanation below). But if we halve the average handling time (AHT) to 12 minutes so that agents make 38 calls per day, this delay more than halves to 24/(38-1) = 0.65 minutes (39 seconds) in between calls. Ideally, it shouldn’t – you’re calculating the load your contact centre is under, not how motivated your agents are. Known_ X-: This Known x_values is an independent array or range of data. If you run through your calculation and … Break-Even Analysis in Excel . Dead time, when agents aren’t making, previewing, or wrapping calls, can get incredibly expensive. Show Printable Version; Subscribe to this Thread… Rate This Thread. This looks at how quickly calls are picked up, and can help you figure out if you had too many or too few staff rostered in a specific period. We’ll be in touch to schedule a no-obligation contactSPACE demo. Consider your AHT, and what this means for your occupancy rate. It’s important to note that while it is technically possible to calculate this KPI on a per-user basis, it’s more commonly-used as a more holistic measure to assess the load your team is under (we’ll explain why below). If you need extra flexibility, consider hiring, Instead of switching around your scheduling haphazardly, make better-use of your reps’ time during quiet periods by engaging them on outbound initiatives (following up with customers for example) or completing. The FORECAST function in Excel is used to predict a future value by using linear regression. It is one of the critical and important concepts for those investors who are fairly interested in dealing with real estate transactions. Economic occupancy refers to the percentage of potential gross income that a property achieves in a given period.
The name I use to refer to these charts is “resource utilization chart”. Occupancy Rate Formula There are two occupancy rate formula contexts: OR = 100 x number of rooms or units rented / number of available rooms or units. The purpose of calculating your occupancy rate is to measure how “occupied” your agents are – the extent to which they are being worked. Could somebody please help me with different Excel formulas used in WFM in contact center for Utilization, Occupancy, Schedule Adherence, Shrinkage, AHT, forecasting, scheduling, Absenteeism, Planning etc with example. St Leonards NSW 2065 Writing a Sum Formula: Decide what column of numbers or words you would like to add up. hbspt.forms.create({ Here are some smarter ways to optimise your rostering: As we just mentioned, you can use your arrival rate to figure out the times of day, and days of the week, when the highest volumes of calls are coming in. 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