This tool determines the average quantity of telephone interactions managed within a 60-minute duration. For example, if an individual handles 40 calls over a five-hour period, the resulting calculation shows an average of eight calls processed each hour.
Its value lies in optimizing staffing levels, forecasting workload, and assessing individual or team productivity. Historically, manual methods were employed for this type of calculation, but now automated systems streamline this process. Accurate measurement contributes to resource allocation and identifying areas for performance enhancement.
