MagpieRanger
asked on
Most Consistent Performer
I've been tasked with finding the most consistent performers regarding AHT in a call centre. We are about to launch a test with a view of reducing handling times and I need to find the agents with the most consistent times over a given period to be used in the test group.
I currently have a list of agents and their handling times for the last 50 days they have signed in. There, as expected peaks and trough's
I've had a stab at it using:
=INDEX(LINEST(C1:C5,,0,1),
which I found in another forum but when I pick what should be the most consistent agent there still seems to be huge swings in handling time for them so I'm not really confident it gives me what I want.
Any suggestions?
My example (attached) only shows 20 days but the principle will be the same.
EE-Example.xlsx
I currently have a list of agents and their handling times for the last 50 days they have signed in. There, as expected peaks and trough's
I've had a stab at it using:
=INDEX(LINEST(C1:C5,,0,1),
which I found in another forum but when I pick what should be the most consistent agent there still seems to be huge swings in handling time for them so I'm not really confident it gives me what I want.
Any suggestions?
My example (attached) only shows 20 days but the principle will be the same.
EE-Example.xlsx
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ASKER
Many Thanks.
You're welcome.
That would deviation on own performance. You may also consider deviation from all agents performance using the following:
=STDEVP(B2:U2,$B$2:$U$17)
That would give standard deviation for an agent based on performance of all. This could help take into account factors outside the control of a specific agent.
That would deviation on own performance. You may also consider deviation from all agents performance using the following:
=STDEVP(B2:U2,$B$2:$U$17)
That would give standard deviation for an agent based on performance of all. This could help take into account factors outside the control of a specific agent.
ASKER
I'll try that now.