You are tasked with finding the Average Hold Time of an Account. You only have this information: Average Handle Time = 5 Average Talk Time = 3 Average After Call Work = 1 Average Hold Time = X The formula would be: X + 1 + 3 = 5 What is X?
A.
0
B.
1
C.
4
D.
9
3.
If when you have 200 agents you can answer 100,000. How many calls could you handle if you only had 50 agents?
A.
50,000
B.
150,000
C.
25,000
D.
None of the Above
4.
What percentage of the calls is Alberto handling Alberto – 50 calls Rene – 50 calls Dennys – 100 calls
A.
25%
B.
75%
C.
None of the Above
D.
0%
5.
Based on this metrics, what is the Occupancy and Billable Utilization of the account? Billable Time – 971.50 Paid time – 1500.00 In Center Time – 1450.00 Logged In Time – 1232.50 Paid Time – 1059.95. % Occupancy :
A.
86%
B.
96%
C.
100%
D.
76%
6.
Based on this metrics, what is the Occupancy and Billable Utilization of the account? Billable Time – 971.50 Paid time – 1500.00 In Center Time – 1450.00 Logged In Time – 1232.50 Paid Time – 1059.95. Billable Utilization :
