How is busy hour calling rate calculated?
How to Calculate BHCA
- Multiply a subscriber’s monthly minutes of usage by the percentage of traffic that occurs during working days.
- Multiply your answer by the percentage of voice traffic that occurs during the busy hour.
- Divide your answer by the number of working days per month.
- Divide your answer by 60.
What is busy hour calling rate?
Busy Hour Calling Rate (BHCR) is the average number of calls originated by a subscriber during the busy hour.
How do you calculate call completion rate?
The ratio of the number of completed calls to the total number of attempted calls. This ratio is typically expressed as either a percentage or a decimal fraction. The call completion rate can be improved by increasing the number of calls made, increasing the percentage of calls completed, or both.
What is average hold time?
Average hold time (AHLDT) is a call center metric that measures the average length of time agents put callers on hold during a customer call. It is one of many call statistics provided by the automatic call distributor (ACD).
What is the dimension of Erlang?
The Erlang is a dimensionless unit that is used in telephony as a measure of offered load or carried load on service-providing elements such as telephone circuits or telephone switching equipment. A single cord circuit has the capacity to be used for 60 minutes in one hour.
How is GOS calculated?
Question/scenario: GOS (grade of service) in a call centre might be defined (simply) as 85% of all calls answered within 15 seconds. 10 calls answered within 15 seconds out of a total of 20 calls – GOS = 50%.
What does a grade of service GOS equal to 1?
grade of service (GOS): 1. The probability of a call’s being blocked or delayed more than a specified interval, expressed as a decimal fraction. (188) Note: Grade of service may be applied to the busy hour or to some other specified period or set of traffic conditions.
What is call completion rate?
The Call Completion rate refers to the total number of calls that are initiated and connected successfully, in comparison to the number of calls that fail. A call failure can occur when there is an incorrect phone number, a non-answer, or a customer declines the call.
How do you calculate completion rate in Excel?
Project complete percentage
- =COUNTA(C5:C11)/COUNTA(B5:B11) At the core, this formula simply divides tasks complete by the total task count:
- =complete/total. which is then formatted as a percentage.
- =COUNTA(C5:C11) // returns 4.
- COUNTA(B5:B11) // returns 7.
- =4/7 // 0.571428571428571.
How is hold time calculated?
The average hold time is calculated by adding up all inbound customer call hold times and dividing that by the number of inbound customer calls answered by the agent or interactive voice response (IVR) system.
How is hold time calculated in call center?
To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.
What does busy hour call attempts stand for?
In telecommunications, busy-hour call attempts ( BHCA) is a teletraffic engineering measurement used to evaluate and plan capacity for telephone networks. BHCA is the number of telephone calls attempted at the sliding 60-minute period during which occurs the maximum total traffic load in a given 24-hour period…
How to calculate the start of the busy hour?
Then for each minute of the day calculate the moving 60-minute sum of active calls, the minute for which this sum is maximised is the start of the busy hour (provided that you’ve calculated forward moving averages). Don’t forget to wrap around at midnight.
What does busy hour call completion ( BHCA ) mean?
BHCA is not to be confused with busy hour call completion (BHCC) which measures the throughput capacity of the network. If a bottleneck in the network exists with a capacity lower than the estimated BHCA, then congestion will occur resulting in many failed calls and customer dissatisfaction.
How is traffic load measured in Centum Call Seconds?
The two main measurement units used today to measure traffic load are erlangs and centum call seconds (CCS). One erlang is 3600 seconds of calls on the same circuit, or enough traffic load to keep one circuit busy for 1 hour. Traffic in erlangs is the product of the number of calls times AHT divided by 3600, as shown in the following example: