Call Center Productivity Calculator

This calculator helps in measuring key performance indicators (KPIs) for call center productivity.

Input Parameters

Calculation Results

Calculation Results

Average Handle Time (AHT): 0 minutes

Occupancy Rate: 0%

First Call Resolution (FCR): 0%

Calculation Formula

AHT = (Total Talk Time + Total Hold Time + Total ACW) / Total Calls

Occupancy Rate = (Total Talk Time + Total Hold Time + Total ACW) / Total Agent Availability * 100

FCR = (Total Calls where FCR is 1) / Total Calls * 100

Where:
AHT = Average Handle Time
Occupancy Rate = Percentage of time agents are on calls
FCR = First Call Resolution rate

Call Center Productivity Calculator Usage Guide

Learn how to use the Call Center Productivity Calculator and its working principles

How to Use the Calculator

  1. Enter the total number of calls handled by the agent.
  2. Enter the total talk time in minutes.
  3. Enter the total hold time in minutes.
  4. Enter the total after call work time in minutes.
  5. Enter the total agent availability time in minutes.
  6. Click the "Calculate" button to see the results.

Understanding the Results

  • Average Handle Time (AHT): The average time it takes to handle a call, including talk time, hold time, and after call work.
  • Occupancy Rate: The percentage of time an agent is busy on calls, including talk time and hold time.
  • First Call Resolution (FCR): The percentage of calls resolved during the first call without the need for follow-up.