Average Talk Time Per Hour
Posted on 2013-01-27
I want to first start off by saying that even my basic math skills are lacking, so keep that in mind when answering this question. :)
I am working on an excel spreadsheet and I'm trying to get my average talk per hour.
While it's relating to excel, this all boils down to my lack of math skills - so I need to make sure I'm calculating this correct.
Here are the things you'll need to know...
One of my requirements at my job, is that for every hour I work - I need to be on my phone for 24 of those minutes.
1 Hour Worked = 24 Minutes of talking to customer. (Average 24 minutes talk time per hour)
5 Hours Worked = 2 Hours of talking to customers. (Average 24 minutes talk time per hour)
Now onto my question...
In speaking with my manager, average talk time is calculated this way...
Start Time: 12:00 PM
End Time: 2:00 PM
Current Time is: 12:30 PM
Total Call Durations: 24 minutes
If you want to know your average TT per hour, Call Durations / Actual Hours Worked.
For the first hour worked, you calculate it by an entire hour (even if you only worked for 30 minutes). And after the hour has passed, then you divide by Actual Hours Worked, so if you worked 1 hour and 10 minutes, then it's divided against 70 minutes.
Is that correct?
My mind set is this, if 24 represents 24 minutes OUT OF AN HOUR, then any of my calculations on this needs to be done in 1 hour increments?
I am soooooooo confused....! Please help! :)
If you have any questions, please let me know.
Thank you in advance for your help!