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Articles - How to Calculate

Explore our range of resources on how to calculate key metrics, including AHT, FCR, and service levels in contact centre operations.

Calculator and Notepad that says 'The Bradford Factor' on it and the formula

The Bradford Factor – Improving Contact Centre Absenteeism

Video cover for how to calculate not ready rate

Video: How to Calculate ‘Not Ready’ Rate

Calculate concept with person using a calculator

How to Calculate Your Cost Per Inbound Call

Attrition Rate and How to calculate it with person packing up desk

What is Attrition Rate and How to Calculate It

The Shrinkage Formula Article Image

What is Call Centre Shrinkage and How to Calculate It?

Concurrency in Chat

What is the Formula for Concurrency In Chat Support?

Caption showing FTE - Full Time Equivalent

How to Calculate Required FTE for Inbound Call Volumes

laptop showing forecast on screen

Is There a Standard Calculation for Forecast Variance?

numbers out paper

The Best Method for Calculating PCA%

scattered numbers

How to Calculate Average Call Per Hour Per Agent & Per the Whole Center

office set up

Seat Utilization Ratio

Top view of laptop and office supplies on colourful background.

How to Calculate Schedule Inefficiency

Hands Counting On Colorful Bead Abacus

How to Calculate Conformance

Person looking confused holding abacus

How to Calculate Staffing in a Contact Centre

A picture of a volatile graph

How to Calculate Forecast Volatility

Call abandon concept with red phones hanging

How to Measure Call Abandon Rate

Customer Satisfaction Score CSAT

What is a Customer Satisfaction Score (and How to Calculate CSAT)

A picture of a person posing with a calculator

How to Calculate Contact Centre Spin

A drawing of a smile face on a post it note

How to Measure Employee Engagement

A photo of a piggy back with measuring tape-around-it

How to Calculate Customer Profitability

Group of people walking towards a door

How to Calculate Customer Churn Rate – the Formula

Woman using a calculator, making calculations and checking business statistics

How to Calculate Call Centre Agent Utilisation – the Formula

How to Calculate Absenteeism – with Formula

How to Calculate Productivity in the Contact Centre

NICE CXone Vulnerability Demo Box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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