Fiona manages 10 call center employees. She wants to measure and improve call metrics. For any given day, she has these records for each employee: – Number of work hours – Total number of calls – Duration of each call Assume Fiona doesn’t have any additional data. What can she figure out? Select all that apply. Average number of calls per hour Month-over-month change in average number of calls per employee Employee with the highest customer satisfaction Total number of calls last month that took at least 5 minutes Hour of the day with the most call traffic Times of day when employees take breaks
The correct answer and explanation is:
Correct Answers:
- Average number of calls per hour
- Total number of calls last month that took at least 5 minutes
Explanation:
1. Average number of calls per hour
Using the data Fiona has, she can calculate the average number of calls per hour by dividing the total number of calls for each employee by their total work hours. For example, if an employee worked 8 hours and made 40 calls, the average would be 40÷8=540 \div 8 = 5 calls per hour. Fiona can compute this metric daily for each employee, and she can aggregate it for the team to identify trends or performance benchmarks. This helps identify overall productivity levels and compare employees’ call efficiency.
2. Total number of calls last month that took at least 5 minutes
Fiona has the duration of each call for all employees. She can filter calls that lasted 5 minutes or more and count them. For example, if an employee made 30 calls in a day and 12 lasted at least 5 minutes, she can record this and sum it for the month across all employees. This insight could help her understand how much time is being spent on longer calls and possibly identify complex issues needing more support.
Why the Others Are Incorrect:
- Month-over-month change in average number of calls per employee: Fiona doesn’t have historical data or records for previous months, so she can’t calculate month-over-month changes.
- Employee with the highest customer satisfaction: Customer satisfaction data is not provided, so this metric cannot be determined.
- Hour of the day with the most call traffic: Fiona has total daily data but no breakdown by hour, so she cannot pinpoint the busiest hours.
- Times of day when employees take breaks: Break schedules or timestamps are not included in the available data.
Thus, Fiona is limited to analyzing the average number of calls per hour and the total number of calls of a specific duration using the data at hand.