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Articles - How to Calculate

Call abandon concept with red phones hanging

How to Measure Call Abandon Rate

Person looking confused holding abacus

How to Calculate Staffing in a Contact Centre

Concurrency in Chat

What is the Formula for Concurrency In Chat Support?

Average Handling Time (AHT) formula

How to Calculate Average Handling Time (AHT)

The Shrinkage Formula Article Image

What is Call Centre Shrinkage and How to Calculate It?

Woman using a calculator, making calculations and checking business statistics

How to Calculate Call Centre Agent Utilisation – the Formula

How to Calculate Contact Centre Service Level

How to Calculate Productivity in the Contact Centre

Person using a calculator with the words calculate contact centre occupancy

How to Calculate Occupancy in the Contact Centre

Concept of Schedule Adherence

How do I Calculate… Schedule Adherence?

Caption showing FTE - Full Time Equivalent

How to Calculate Required FTE for Inbound Call Volumes

Customer Satisfaction Score CSAT

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

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

What is Attrition Rate and How to Calculate It

An animated hand presses a calculator resting on a notepad

How to Calculate Schedule Efficiency

How to Calculate Absenteeism – with Formula

The Forecast Accuracy Formula

The Formula to Calculate Forecast Accuracy

Hands Counting On Colorful Bead Abacus

How to Calculate Conformance

How to Calculate FCR

How to Calculate First Contact Resolution (FCR) – With Formula

scattered numbers

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

Video cover for how to calculate not ready rate

Video: How to Calculate ‘Not Ready’ Rate

office set up

Seat Utilization Ratio

A picture of a volatile graph

How to Calculate Forecast Volatility

Calculate concept with person using a calculator

How to Calculate Your Cost Per Inbound Call

numbers out paper

The Best Method for Calculating PCA%