Evergreen Fidelity Insurance

Author
Date
Purpose To project staffing needs at the Evergreen
Fidelity Insurance Call Center
Evergreen Fidelity Insurance
Call Center Log

Call Call
Case
Support Calls Placed Answered
First Call of the Day 8:00:00 AM 8:00:05 AM
Last Call of the Day 8:00:01 AM 8:00:11 AM
Call Center Open hours 8:00:03 AM 8:00:11 AM
Total Calls calls 8:00:08 AM 8:00:12 AM
Calls per Hour calls/hr 8:00:19 AM 8:00:32 AM
8:00:32 AM 8:01:07 AM
Hold Times 8:00:48 AM 8:01:16 AM
Average Hold Time seconds 8:02:28 AM 8:03:12 AM
Median Hold Time seconds 8:03:39 AM 8:04:12 AM
Common Hold Time seconds 8:06:02 AM 8:06:33 AM
Shortest Hold Time seconds 8:07:12 AM 8:07:40 AM
Longest Hold Time seconds 8:08:15 AM 8:08:36 AM
8:08:54 AM 8:09:24 AM
Call Durations 8:10:16 AM 8:10:40 AM
Average Duration minutes 8:10:46 AM 8:11:31 AM
Median Duration minutes 8:11:12 AM 8:11:45 AM
Common Duration minutes 8:13:08 AM 8:13:31 AM
Shortest Duration minutes 8:15:45 AM 8:16:09 AM
Longest Duration minutes 8:17:12 AM 8:17:40 AM
Total Operator Time hours 8:18:28 AM 8:18:56 AM
Workload per Hour hours 8:19:44 AM 8:20:00 AM
8:20:33 AM 8:20:53 AM
Key Performance Indicator (KPI) 8:22:04 AM 8:22:20 AM
Hold Time Goal seconds 8:24:16 AM 8:24:41 AM
Hold Times Above Goal calls 8:25:49 AM 8:26:00 AM
Hold Time Failure Rate 8:27:33 AM 8:28:03 AM
8:28:37 AM 8:29:12 AM
8:30:25 AM 8:30:55 AM
8:31:41 AM 8:32:11 AM
8:32:39 AM 8:33:04 AM
8:33:43 AM 8:34:05 AM
8:35:01 AM 8:35:38 AM
8:35:31 AM 8:35:59 AM
8:37:46 AM 8:38:11 AM
8:38:47 AM 8:39:03 AM
8:40:18 AM 8:40:50 AM
8:41:33 AM 8:41:39 AM
8:42:21 AM 8:42:34 AM
8:44:00 AM 8:44:14 AM
8:45:10 AM 8:45:40 AM
8:45:59 AM 8:46:21 AM
8:47:00 AM 8:47:12 AM
8:48:51 AM 8:49:19 AM
8:49:44 AM 8:50:18 AM
8:50:46 AM 8:51:06 AM
8:51:19 AM 8:51:53 AM
8:53:23 AM 8:53:50 AM
8:54:23 AM 8:54:44 AM
8:55:04 AM 8:55:30 AM
8:57:24 AM 8:57:41 AM
8:58:46 AM 8:59:20 AM
9:00:23 AM 9:00:44 AM
9:01:05 AM 9:01:31 AM
9:01:19 AM 9:01:55 AM
9:03:07 AM 9:03:28 AM
9:03:58 AM 9:04:09 AM
9:05:18 AM 9:05:55 AM
9:06:21 AM 9:06:53 AM
9:08:39 AM 9:09:11 AM
9:09:52 AM 9:10:20 AM
9:10:24 AM 9:10:53 AM
9:11:32 AM 9:11:57 AM
9:12:17 AM 9:12:35 AM
9:13:50 AM 9:14:28 AM
9:16:00 AM 9:16:33 AM
9:16:53 AM 9:17:07 AM
9:17:25 AM 9:17:56 AM
9:19:08 AM 9:19:29 AM
9:20:58 AM 9:21:06 AM
9:22:10 AM 9:22:43 AM
9:23:51 AM 9:24:20 AM
9:25:05 AM 9:25:31 AM
9:26:39 AM 9:26:59 AM
9:27:19 AM 9:30:02 AM
9:28:11 AM 9:28:43 AM
9:28:45 AM 9:29:04 AM
9:30:01 AM 9:30:22 AM
9:31:03 AM 9:32:44 AM
9:31:46 AM 9:32:17 AM
9:33:01 AM 9:33:24 AM
9:34:04 AM 9:34:20 AM
9:35:34 AM 9:35:58 AM
9:36:21 AM 9:36:48 AM
 9:37:37 AM 9:37:46 AM
9:38:26 AM 9:38:54 AM
9:39:42 AM 9:40:08 AM
9:40:20 AM 9:40:48 AM
9:41:38 AM 9:41:48 AM
9:42:33 AM 9:42:58 AM
9:44:28 AM 9:45:09 AM
9:46:20 AM 9:46:38 AM
9:47:19 AM 9:47:36 AM
9:47:46 AM 9:47:57 AM
9:48:24 AM 9:48:51 AM
9:49:25 AM 9:49:52 AM
9:51:05 AM 9:51:11 AM
9:51:36 AM 9:51:55 AM
9:53:36 AM 9:54:00 AM
9:54:36 AM 9:55:09 AM
9:55:00 AM 9:55:29 AM
9:56:17 AM 9:56:43 AM
9:57:26 AM 9:58:01 AM
9:57:47 AM 9:58:03 AM
9:59:08 AM 9:59:32 AM
10:00:34 AM 10:00:52 AM
10:01:37 AM 10:02:04 AM
10:03:26 AM 10:04:00 AM
10:05:12 AM 10:06:01 AM
10:06:17 AM 10:06:30 AM
10:07:01 AM 10:07:33 AM
10:08:40 AM 10:09:05 AM
10:09:56 AM 10:10:29 AM
10:10:59 AM 10:11:29 AM
10:11:31 AM 10:11:53 AM
10:13:25 AM 10:13:38 AM
10:14:38 AM 10:15:12 AM
10:15:37 AM 10:16:19 AM
10:16:42 AM 10:17:08 AM
10:18:36 AM 10:19:09 AM
10:19:22 AM 10:19:46 AM
10:21:23 AM 10:21:26 AM
10:22:52 AM 10:23:14 AM
10:23:34 AM 10:23:53 AM
10:24:52 AM 10:25:14 AM
10:25:48 AM 10:26:47 AM
10:27:15 AM 10:27:38 AM
10:29:14 AM 10:29:30 AM
10:30:08 AM 10:30:33 AM
10:31:22 AM 10:31:48 AM
10:32:38 AM 10:33:05 AM
10:34:16 AM 10:34:29 AM
10:35:24 AM 10:35:37 AM
10:36:48 AM 10:37:21 AM
10:37:55 AM 10:37:57 AM
10:39:19 AM 10:39:38 AM
10:40:06 AM 10:40:33 AM
10:40:57 AM 10:41:15 AM
10:41:22 AM 10:41:46 AM
10:42:13 AM 10:42:43 AM
10:43:27 AM 10:43:52 AM
10:44:32 AM 10:44:54 AM
10:45:40 AM 10:46:20 AM
10:46:32 AM 10:47:00 AM
10:47:01 AM 10:47:23 AM
10:48:26 AM 10:48:42 AM
10:50:36 AM 10:51:10 AM
10:51:10 AM 10:51:32 AM
10:51:59 AM 10:52:37 AM
10:53:43 AM 10:53:55 AM
10:55:00 AM 10:55:37 AM
10:55:48 AM 10:56:13 AM
10:56:39 AM 10:57:36 AM
10:57:27 AM 10:57:46 AM
10:58:01 AM 10:58:34 AM
10:59:04 AM 10:59:18 AM
11:00:18 AM 11:00:38 AM
11:02:12 AM 11:02:36 AM
11:03:13 AM 11:03:33 AM
11:05:11 AM 11:06:23 AM
11:06:23 AM 11:06:50 AM
11:07:55 AM 11:08:29 AM
11:08:42 AM 11:09:12 AM
11:09:59 AM 11:10:44 AM
11:10:36 AM 11:11:13 AM
11:11:27 AM 11:11:45 AM
11:12:48 AM 11:13:22 AM
11:13:52 AM 11:14:10 AM
11:14:31 AM 11:15:02 AM
11:15:10 AM 11:15:28 AM
11:17:20 AM 11:17:53 AM
11:19:03 AM 11:19:34 AM
11:21:15 AM 11:21:39 AM
11:23:23 AM 11:23:52 AM
11:24:39 AM 11:25:00 AM
11:25:16 AM 11:25:38 AM
11:26:37 AM 11:26:58 AM
11:28:41 AM 11:29:13 AM
11:29:51 AM 11:30:19 AM
11:30:48 AM 11:31:25 AM
11:32:24 AM 11:33:03 AM
11:33:49 AM 11:34:30 AM
11:35:30 AM 11:35:56 AM
11:36:19 AM 11:36:32 AM
11:38:15 AM 11:38:48 AM
11:39:42 AM 11:40:15 AM
11:40:24 AM 11:40:48 AM
11:41:13 AM 11:41:24 AM
11:41:41 AM 11:41:49 AM
11:42:59 AM 11:44:30 AM
11:44:14 AM 11:44:42 AM
11:46:04 AM 11:46:35 AM
11:47:46 AM 11:48:25 AM
11:48:53 AM 11:49:06 AM
11:50:09 AM 11:50:18 AM
11:51:33 AM 11:51:50 AM
11:53:10 AM 11:54:07 AM
11:53:18 AM 11:53:46 AM
11:53:55 AM 11:54:26 AM
11:54:42 AM 11:55:06 AM
11:56:11 AM 11:56:35 AM
11:56:15 AM 11:56:28 AM
11:57:35 AM 11:57:51 AM
11:58:42 AM 11:59:01 AM
11:59:54 AM 12:00:13 PM
12:01:24 PM 12:01:51 PM
12:02:01 PM 12:02:28 PM
12:02:53 PM 12:03:07 PM
12:04:12 PM 12:04:44 PM
12:06:11 PM 12:06:44 PM
12:07:19 PM 12:07:50 PM
12:08:18 PM 12:08:36 PM
12:10:16 PM 12:10:49 PM
12:11:53 PM 12:12:17 PM
12:12:59 PM 12:13:28 PM
12:13:55 PM 12:14:20 PM
12:15:00 PM 12:15:35 PM
12:16:23 PM 12:16:41 PM
12:17:20 PM 12:17:30 PM
12:18:38 PM 12:18:50 PM
12:19:35 PM 12:20:11 PM
12:20:48 PM 12:21:17 PM
12:22:32 PM 12:22:57 PM
12:23:29 PM 12:23:59 PM
12:25:10 PM 12:25:45 PM
12:26:08 PM 12:26:59 PM
12:27:08 PM 12:27:46 PM
12:28:05 PM 12:28:27 PM
12:28:57 PM 12:29:24 PM
12:29:59 PM 12:30:31 PM
12:31:33 PM 12:31:58 PM
12:32:41 PM 12:33:04 PM
12:34:28 PM 12:34:52 PM
12:35:40 PM 12:36:04 PM
12:36:44 PM 12:36:57 PM
12:37:23 PM 12:37:57 PM
12:38:04 PM 12:38:29 PM
12:39:35 PM 12:40:00 PM
12:41:32 PM 12:41:52 PM
12:42:27 PM 12:43:09 PM
12:44:04 PM 12:44:29 PM
12:44:05 PM 12:44:22 PM
12:44:39 PM 12:45:09 PM
12:44:58 PM 12:45:12 PM
12:46:25 PM 12:47:01 PM
12:47:14 PM 12:47:48 PM
12:48:15 PM 12:48:33 PM
12:48:56 PM 12:49:25 PM
12:50:25 PM 12:50:53 PM
12:52:03 PM 12:52:41 PM
12:52:46 PM 12:53:11 PM
12:54:03 PM 12:54:24 PM
12:55:37 PM 12:55:53 PM
12:57:07 PM 12:57:53 PM
12:57:43 PM 12:59:02 PM
12:58:30 PM 12:59:11 PM
12:59:50 PM 1:00:12 PM
1:01:00 PM 1:01:38 PM
1:02:48 PM 1:03:04 PM
1:04:19 PM 1:04:42 PM
1:05:17 PM 1:05:45 PM
1:06:31 PM 1:06:59 PM
1:07:00 PM 1:07:16 PM
1:08:48 PM 1:09:16 PM
1:11:17 PM 1:11:49 PM
1:13:15 PM 1:13:43 PM
1:14:58 PM 1:15:17 PM
1:15:12 PM 1:15:44 PM
1:16:48 PM 1:17:31 PM
1:18:07 PM 1:18:51 PM
1:19:42 PM 1:20:13 PM
1:21:12 PM 1:21:46 PM
1:23:03 PM 1:23:15 PM
1:24:24 PM 1:24:42 PM
1:25:16 PM 1:25:44 PM
1:27:33 PM 1:28:01 PM
1:29:03 PM 1:29:22 PM
1:30:33 PM 1:31:00 PM
1:32:06 PM 1:32:26 PM
1:33:00 PM 1:33:31 PM
1:34:37 PM 1:34:53 PM
1:35:23 PM 1:35:51 PM
1:36:03 PM 1:36:19 PM
1:37:12 PM 1:37:45 PM
1:39:01 PM 1:39:23 PM
1:39:46 PM 1:40:16 PM
1:40:32 PM 1:40:58 PM
1:41:42 PM 1:42:02 PM
1:43:09 PM 1:43:41 PM
1:43:59 PM 1:44:28 PM
1:44:42 PM 1:45:40 PM
1:46:02 PM 1:46:34 PM
1:47:06 PM 1:47:42 PM
1:47:43 PM 1:48:09 PM
1:48:37 PM 1:48:56 PM
1:49:52 PM 1:50:14 PM
1:51:11 PM 1:51:29 PM
1:51:58 PM 1:52:19 PM
1:52:41 PM 1:52:58 PM
1:53:42 PM 1:54:26 PM
1:54:17 PM 1:54:37 PM
1:55:12 PM 1:55:40 PM
1:56:11 PM 1:56:33 PM
1:57:38 PM 1:57:42 PM
1:59:54 PM 2:00:21 PM
2:01:16 PM 2:01:17 PM
2:02:48 PM 2:03:02 PM
2:03:39 PM 2:04:06 PM
2:04:33 PM 2:04:50 PM
2:05:49 PM 2:06:12 PM
2:07:02 PM 2:07:54 PM
2:08:34 PM 2:08:54 PM
2:09:50 PM 2:10:16 PM
2:10:43 PM 2:11:16 PM
2:12:19 PM 2:12:30 PM
2:13:18 PM 2:13:39 PM
2:14:50 PM 2:14:56 PM
2:16:08 PM 2:16:28 PM
2:17:34 PM 2:18:02 PM
2:18:21 PM 2:18:40 PM
2:19:01 PM 2:19:27 PM
2:19:44 PM 2:20:09 PM
2:21:01 PM 2:21:29 PM
2:22:35 PM 2:23:04 PM
2:24:05 PM 2:24:25 PM
2:26:04 PM 2:28:25 PM
2:26:20 PM 2:26:44 PM
2:27:43 PM 2:27:50 PM
2:28:35 PM 2:29:07 PM
2:29:51 PM 2:30:01 PM
2:31:46 PM 2:32:14 PM
2:33:17 PM 2:33:41 PM
2:34:41 PM 2:35:02 PM
2:35:09 PM 2:35:40 PM
2:36:02 PM 2:36:12 PM
2:37:07 PM 2:37:28 PM
2:38:35 PM 2:39:02 PM
2:39:20 PM 2:39:36 PM
2:39:45 PM 2:40:17 PM
2:40:47 PM 2:41:15 PM
2:40:57 PM 2:41:26 PM
2:42:27 PM 2:42:53 PM
2:43:13 PM 2:43:38 PM
2:44:18 PM 2:44:57 PM
2:45:02 PM 2:46:37 PM
2:47:07 PM 2:47:29 PM
2:48:14 PM 2:48:37 PM
2:49:06 PM 2:49:35 PM
2:50:33 PM 2:51:05 PM
2:52:24 PM 2:52:43 PM
2:54:13 PM 2:54:31 PM
2:55:25 PM 2:55:33 PM
2:56:23 PM 2:56:45 PM
2:58:14 PM 2:58:30 PM
2:59:16 PM 2:59:44 PM
3:00:58 PM 3:01:21 PM
3:01:31 PM 3:01:38 PM
3:02:28 PM 3:02:50 PM
3:02:43 PM 3:03:19 PM
3:03:58 PM 3:04:20 PM
3:05:23 PM 3:06:07 PM
3:06:54 PM 3:07:15 PM
3:08:17 PM 3:08:43 PM
3:08:47 PM 3:09:04 PM
3:10:17 PM 3:10:51 PM
3:11:30 PM 3:11:58 PM
3:12:20 PM 3:12:41 PM
3:14:13 PM 3:14:52 PM
3:15:30 PM 3:16:04 PM
3:16:54 PM 3:17:14 PM
3:18:16 PM 3:18:57 PM
3:19:06 PM 3:19:33 PM
3:20:28 PM 3:20:38 PM
3:21:34 PM 3:21:58 PM
3:22:43 PM 3:22:49 PM
3:24:24 PM 3:25:58 PM
3:24:56 PM 3:25:24 PM
3:26:15 PM 3:26:42 PM
3:28:20 PM 3:28:50 PM
3:29:29 PM 3:29:43 PM
3:29:57 PM 3:30:22 PM
3:31:01 PM 3:31:15 PM
3:32:18 PM 3:32:31 PM
3:33:55 PM 3:34:25 PM
3:35:14 PM 3:35:39 PM
3:35:56 PM 3:36:20 PM
3:37:03 PM 3:38:45 PM
3:37:59 PM 3:38:35 PM
3:39:55 PM 3:40:33 PM
3:40:36 PM 3:40:56 PM
3:41:37 PM 3:42:06 PM
3:42:46 PM 3:43:07 PM
3:42:50 PM 3:43:29 PM
3:43:35 PM 3:44:04 PM
3:44:22 PM 3:44:38 PM
3:45:48 PM 3:46:14 PM
3:46:34 PM 3:46:42 PM
3:48:26 PM 3:48:43 PM
3:50:34 PM 3:52:27 PM
3:51:25 PM 3:51:53 PM
3:53:08 PM 3:53:27 PM
3:53:32 PM 3:53:46 PM
3:54:30 PM 3:54:31 PM
3:55:33 PM 3:56:10 PM
3:57:18 PM 3:57:50 PM
3:58:22 PM 3:58:35 PM
3:59:59 PM 4:00:13 PM
4:01:44 PM 4:02:19 PM
4:02:16 PM 4:03:28 PM
4:03:06 PM 4:03:29 PM
4:04:06 PM 4:04:28 PM
4:05:08 PM 4:05:38 PM
4:05:50 PM 4:06:10 PM
4:07:31 PM 4:08:09 PM
4:09:06 PM 4:09:34 PM
4:09:27 PM 4:09:41 PM
4:11:04 PM 4:11:33 PM
4:12:48 PM 4:13:23 PM
4:14:05 PM 4:14:30 PM
4:14:44 PM 4:15:02 PM
4:15:52 PM 4:16:06 PM
4:16:54 PM 4:17:18 PM
4:18:03 PM 4:18:45 PM
4:19:02 PM 4:19:18 PM
4:20:10 PM 4:20:58 PM
4:21:39 PM 4:21:56 PM
4:22:45 PM 4:23:12 PM
4:23:57 PM 4:24:33 PM
4:24:53 PM 4:25:19 PM
4:26:37 PM 4:27:05 PM
4:27:33 PM 4:27:56 PM
4:28:34 PM 4:29:08 PM
4:30:06 PM 4:30:33 PM
4:30:15 PM 4:30:50 PM
4:31:47 PM 4:32:08 PM
4:32:35 PM 4:33:28 PM
4:33:56 PM 4:34:14 PM
4:34:20 PM 4:34:52 PM
4:36:39 PM 4:37:06 PM
4:37:14 PM 4:38:53 PM
4:37:43 PM 4:37:59 PM
4:38:09 PM 4:38:25 PM
4:39:35 PM 4:40:08 PM
4:41:45 PM 4:42:04 PM
4:43:15 PM 4:43:42 PM
4:43:44 PM 4:44:03 PM
4:45:23 PM 4:46:00 PM
4:45:40 PM 4:45:59 PM
4:47:13 PM 4:47:40 PM
4:48:50 PM 4:49:15 PM
4:50:54 PM 4:51:19 PM
4:51:16 PM 4:51:49 PM
4:52:20 PM 4:52:29 PM
4:53:39 PM 4:54:06 PM
4:54:41 PM 4:55:24 PM
4:55:41 PM 4:55:59 PM
4:56:39 PM 4:57:06 PM
4:58:13 PM 4:58:29 PM
4:59:25 PM 4:59:52 PM
5:00:43 PM 5:01:00 PM
5:01:38 PM 5:02:48 PM
5:03:39 PM 5:04:09 PM
5:04:52 PM 5:05:20 PM
5:06:08 PM 5:06:18 PM
5:07:09 PM 5:07:42 PM
5:08:06 PM 5:08:34 PM
5:09:37 PM 5:10:00 PM
5:10:59 PM 5:11:06 PM
5:12:48 PM 5:13:29 PM
5:14:06 PM 5:14:25 PM
5:14:48 PM 5:15:06 PM
5:15:33 PM 5:16:58 PM
5:16:40 PM 5:17:09 PM
5:17:52 PM 5:18:01 PM
5:19:25 PM 5:20:00 PM
5:20:19 PM 5:20:36 PM
5:21:53 PM 5:22:16 PM
5:23:05 PM 5:23:24 PM
5:23:22 PM 5:23:53 PM
5:24:41 PM 5:24:59 PM
5:26:31 PM 5:26:45 PM
5:28:07 PM 5:29:27 PM
5:29:26 PM 5:29:57 PM
5:30:32 PM 5:31:09 PM
5:31:21 PM 5:31:49 PM
5:32:34 PM 5:33:03 PM
5:34:32 PM 5:35:00 PM
5:36:11 PM 5:36:37 PM
5:36:51 PM 5:37:12 PM
5:38:00 PM 5:38:26 PM
5:38:59 PM 5:39:29 PM
5:39:42 PM 5:39:51 PM
5:39:58 PM 5:40:19 PM
5:40:49 PM 5:41:05 PM
5:41:28 PM 5:41:41 PM
5:41:55 PM 5:42:17 PM
5:42:22 PM 5:42:50 PM
5:43:22 PM 5:43:28 PM
5:44:25 PM 5:44:51 PM
5:46:18 PM 5:46:32 PM
5:46:53 PM 5:47:53 PM
5:49:05 PM 5:49:26 PM
5:50:43 PM 5:51:11 PM
5:51:09 PM 5:51:20 PM
5:52:13 PM 5:52:54 PM
5:53:48 PM 5:54:12 PM
5:55:11 PM 5:55:43 PM
5:56:47 PM 5:57:10 PM
5:57:13 PM 5:59:38 PM
5:57:44 PM 5:58:15 PM
5:58:29 PM 5:58:41 PM
5:59:49 PM 6:00:16 PM
Hold Time Call Duration Cumulative Seconds Over
KPI
(seconds) Completed (minutes) (minutes) Hold Time Goal
8:20:42 AM
8:27:55 AM
8:08:01 AM
8:11:00 AM
8:13:58 AM
8:03:52 AM
8:14:44 AM
8:11:44 AM
8:21:43 AM
8:21:38 AM
8:11:53 AM
8:38:53 AM
8:20:39 AM
8:22:18 AM
8:29:25 AM
8:35:39 AM
8:34:30 AM
8:20:17 AM
8:30:14 AM
8:40:49 AM
8:52:44 AM
8:56:44 AM
8:43:10 AM
8:30:15 AM
8:30:04 AM
8:49:02 AM
8:44:48 AM
8:51:54 AM
8:49:08 AM
8:53:50 AM
8:52:22 AM
8:41:06 AM
8:47:20 AM
9:24:23 AM
8:54:52 AM
8:43:35 AM
8:57:07 AM
9:30:20 AM
 8:47:57 AM
9:14:05 AM
9:26:02 AM
9:31:28 AM
9:03:56 AM
9:20:57 AM
8:55:00 AM
9:34:46 AM
9:00:38 AM
8:57:16 AM
9:36:44 AM
8:59:25 AM
9:32:42 AM
9:11:58 AM
9:16:45 AM
9:35:25 AM
9:31:04 AM
9:15:18 AM
9:24:54 AM
9:12:18 AM
9:34:29 AM
9:16:01 AM
9:23:15 AM
9:32:49 AM
9:26:34 AM
9:27:14 AM
9:33:06 AM
9:35:03 AM
9:25:11 AM
9:35:20 AM
9:27:30 AM
9:40:27 AM
9:28:54 AM
9:44:00 AM
9:40:47 AM
9:45:18 AM
9:34:03 AM
9:35:35 AM
9:37:46 AM
10:05:05 AM
9:36:38 AM
9:52:28 AM
9:36:40 AM
9:46:57 AM
9:52:30 AM
 9:55:44 AM
9:44:52 AM
9:59:00 AM
10:09:26 AM
9:50:24 AM
9:43:59 AM
9:51:36 AM
10:06:07 AM
10:06:24 AM
10:36:27 AM
9:53:04 AM
10:02:04 AM
10:05:23 AM
9:58:44 AM
10:44:34 AM
10:03:22 AM
10:01:13 AM
10:25:57 AM
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Evergreen Fidelity Insurance
Call Center Calculator

Complete B6:B13 to generate Lookup Table values Call Center Lookup Tab
Support Parameters Operators Hold Probability
Customer Calls per Hour 0
Available Operators operators 1
Desired Hold Time seconds 2
Call Duration minutes 3
Call Duration hours 4
5
Traffic Calculations 6
Workload per Hour operator hours 7
Operators Occupied with Calls 8
Operators Free 9
10
Support Projections 11
Probability of Waiting on Hold 12
Expected Hold Time seconds 13
Expected Hold Time minutes 14
Hold Time Failure Rate 15
16
17
18
19
20
21
22
23
24
25
26
all Center Lookup Table
Expected Hold (sec.) Failure Rate
Evergreen Fidelity Insurance
Staffing Calculator

Working Hours per Year

Working Weeks 52 weeks
Days per Week 5 days
Holidays per Year 6.5 days
Hours per Day 8 hours
Working Days Less Holidays days
Total Call Hours per Year hours

Annual Absences
Vacation 12 days
Sick Days 8 days
Total Annual Absences hours

Daily Absences
Staff Meetings / Training 1 hours
Breaks 1.25 hours
Total Daily Absences per Year hours

Staff Shrinkage
Operators on Call operators
Total Hours Lost per Year hours
Shrinkage Factor
Operators on Staff employees
Evergreen Fidelity Insurance
Formulas and Key Terms

Time Conversions
Days to hour

Days to minutes

Days to seconds

Hours to minutes

Hours to seconds

Minutes to seconds

Minutes to hours

Seconds to minutes

Seconds to hours

Key Terms
Average or Mean

Median

Mode
Key Performance Indicator

Measures of Call Traffic*

Workload

Occupied Operators

Free Operators
 Probability of Waiting

Probability of an Immediate Answer

Expected Hold Time

Hold Time Failure Rate

Service Level

* All duration and workload measures must use the same time units

Work Shrinkage
Shrinkage Factor

Required Staff
ty Insurance

Excel stores duration values in days where a value 0.5 equals half of a day or 12 hours. To
convert a duration value (in days) to hours, use the formula:

hours = duration * 24
To a convert a duration value (in days) to minutes, use the formula:
minutes = duration * 24 * 60
To a convert a duration value (in days) to seconds use the formula:
seconds = duration * 24 * 60 * 60
To convert a hours value to minutes, use the formula:
minutes = hours * 60
To convert a hours value to seconds, use the formula:
seconds = hours * 60 * 60
To convert a minutes value to seconds, use the formula:
seconds = minutes * 60
To convert a minutes value to hours, use the formula:
hours = minutes / 60
To a convert a seconds value to minutes, use the formula:
minutes = seconds / 60
To convert a seconds value to hours, use the formula:
hours = seconds / (60 * 60)

A central tendency equal to the sum of the values divided by the count of the values

A central tendency in which the median value divides the data values into two groups of
which 50% are less than the median and 50% are greater than the median

A central tendency in which the mode is the most-repeated data value

A measurement of the achievement of a specific goal

The amount of traffic coming into the call center in terms of operator hours needed to
respond to the calls, where:
workload = (calls per hour) * (average duration of the calls)
The percentage of operators that will be on-call with a customer, where:
occupied operators = (operators) / (workload)
The percentage of operators that will not be on-call with a customer, where:
free operators = 1 - (occupied operators)
 The probability of waiting on hold (Pw) is equal to:

where A is the workload and N is the number of operators

The probability of an immediate answer without holding:

The time on hold before an operator answers:

where Pw is the wait probability, call duration is the average duration of the calls, operators
is the number of operators and workload is the amount of traffic coming into the call center
The probability that customers that will wait longer than a specified hold time:

where Pw is the wait probability, operators is the number of operators, workload is the
amount of traffic, t is the specified hold time, and call duration is the average duration of the
calls
The probability that customers that will receive service within a specified hold time:

easures must use the same time units

The percentage of worktime lost to absences, breaks, or administrative tasks not involved in
answering calls
The size of the staff required to overcome losses due to shrinkage:

where operators is the number of operators receiving calls and shrinkage factor is the
percentage of worktime lost due to shrinkage