ASA or Average Speed of Answer = is the measurement of the ability of the program/account to answer

the queue in the fastest manner. The higher the ASA means that the queue/calls has build up. While the
lower the ASA means that the calls are being answered swiftly. Most of the programs especially CS
programs require ASA to be below 1 minute. While programs that are expected to have high call volume
and are specialty program, does not bother checking the ASA since its always high.

AHT or Average Handling Time = is the measurement of the amount of time being spend to answer a
call or a transaction.
 Normal Formula is = Total Talk/Handling Time (Actual Time spent talking to the customer) +
Total Hold Time (Amount of Time the call/transaction was put on hold) + total ACW Time (After
call work, amount of time spent to finish additional work after the call or transaction has been
ended. Note that ACW is measured from the time the call has ended to the time the agent when
back to available state or other aux state) divided by the number of call/transaction received for
the day.
Note: Other programs, have differentials on how they compute AHT, some add Outbound Time, Some
does not add ACW, while others Add Extended Aux Out State on the computation of the AHT. It would
be best to check with the program how they compute AHT before making an assumption.

SL (Service Level) = is the measurement of the effectivity of the program to answer the calls within
specified ASA/Threshold.
 Normal Formula is = Total Call Answered within ASA/Threshold divided by Total number of calls
answered

OCC or Occupancy = is the measurement of the efficiency of the program. It measures how much the
agents are being Utilized throughout the day.
 Normal Formula is = Total Talk/Handling Time + Total Hold Time + Total ACW + Outbound Time /
Total Staff Time
Note: Like AHT, OCC is being measured differently depending on how the program would like to
measure the efficiency. Some Add all AUX State, while some only add some of the AUX state. While
others deduct Aux state to the staff time while others does not include ACW, Outbound or even the
hold time.

Billable Utilization = Is the measurement of the efficiency of the program against what is billable to the
client. It is similar to OCC however only the billable state are counted in the numerator.
 Normal Formula is = Total Billable Hours / Total Staff Time
 Note: Billable Hours are based on program’s Statement of Work(Contract), some program are
bill per minute of transaction, while some are bill per transaction.

ABN% or Abandoned % = is the measurement of the rate of calls being abandoned against the number
of calls offered.
 Formula = (Total Abandoned calls / Total number of calls offered)*100% or 100%-(Total Calls
Answered/Total Calls Offered)

Calls Offered = is defined as the number of calls delivered by the client to the vendor
Calls Answered = is defined as the number of calls actually serviced against the calls delivered
Acceptable Calls = is defined as number of calls answered within specified threshold/ASA.
Abandoned Calls = number of calls that has disconnected prior to being answered.
Forecasted Calls = is defined as the number of calls that are expected to be received. This is normally
pre-communicated by the Client or assumed by the WF Planner/WF Scheduler
Forecast Variance = is defined as the percentage of differential of calls offered versus the forecasted
calls
 Normal Formula = (Total Calls Offered / Total Calls Forecast) * 100%

Attendance Percentage = referred to as the measurement of show rate of agents against who are
scheduled.
 Formula: 100% - (Absenteeism Percentage)
Absenteeism Percentage = referred to as the measurement of the absenteeism against who are
scheduled
 Formula: (total Unplanned Absenteeism Hours / Total Scheduled Hours )
 Note: Total Unplanned absenteeism hours = Total UNPLANNED TIME OFF hours (defined
as hours missing due to whole day absence) + Total LATE hours (defined as hours missing
due to agents reported late to work) + Total LEFT hours (defined as hours missing due to
people/agents that logged out before scheduled shift end) + Total LEFT PRIOR TO SHIFT
END/LEFTMIDSHIFT (defined as hours missing due to agents logged out within shift and
went back)
 Note: Total Scheduled Hours (defined as the hours expected to show/report to work for the
day) = (Total Program Hours – Total Scheduled OFF hours (Defined as hours scheduled for
people on rest day) – Total Planned Time off (defined as hours expected to be missing due
to scheduled absence such as FMLA, Leave of Absence, Planned Vacation, Suspension, ADA).

FTE or Full time Equivalent = is the total hours equivalent of the headcount divided by 40 hours
Note: FTE is based on the hours expected from 1 agent per week. Normal weekly hours is 40
hours for full time employee or as low as 15 hours for part-time employee.
Headcount = refer to as the actual number of people working for the program.

All Hands on Deck = is defined as the business operation status whereas Queue is building up
significantly causing an influx of abandoned call or drop of acceptable calls. Which directly impacts the
Service Level of the program
All hands on Deck normally have several level signified as number or color. Example: AHOD LEVEL 1 -3 or
AHOD LEVEL (YELLOW, ORANGE, RED)
Level 1 or Yellow = normally signifies that queue is starting to build up, an expected 1-5% drop on SL is
expected. MAX number of calls are around 5-10 with ASA not more than 2 minutes.
Level 2 or Orange = normally signifies that queue is starting to get out of hand, an expected 5-20% drop
in SL is expected. MAX number of calls are around 10-20 with ASA not more than 5 minutes.
Level 3 or RED = it signified that the queue is out of hand and all resource are expected to be helping
with clearing the queue, an expected 20-70% drop in SL. MAX number of calls are infinite with ASA more
than 5 minutes.

BAU / Green Operation = signifies that availability is evident and no calls in queue is being experience.

Possible question: Anog meron sa SL na wala sa Bill to pay - answer; ACW. ( Walang ginagawa ang agent
pagnag-aacw)
What are areas of opportunities in an account : SL, forecast variance and attendance ( eto tong titignan
mo to make sure na papasa ang account