Using weighted averages to calculate ASA and abandonment rate
Your ACD should report ASA and abandonment rate for defined time periods, considering the volume handled. However, if management wants you to combine time periods, using a weighted average provides a more realistic picture of a particular measurement versus a straight average
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Example: Calls handled SVL Monday 550 80% Tuesday 300 65% Wednesday 150 90%
The "right" way to do it depends on your definitions and targets, and how your system calculates. For example, if your target is to meet a certain abandon rate each day, then your system should provide the required data. If you need to meet a target each week, you'll need to look at whether your system provides that performance indicator on a weekly basis, and how it calculates it.
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