Skill Name Concurrency Service Level And Max Delay

Skill Namenconchncancaservice Levelasaahtacwmax Delayca French39332

Skill Namenconchncancaservice Levelasaahtacwmax Delayca French39332

Calculate the percentage of NCA (%NCA) by skill type and compute all relevant statistical data for the total area based on the given data. Provide the formulas used to derive these answers, ensuring clarity for replication and understanding.

Paper For Above instruction

The analysis of the data provided requires calculating the percentage of NCA (%NCA) by skill type and summing extensive statistical data across different skill categories without modifying the order or removing any data entries. This process involves the careful application of formulas for percentage calculations and aggregation of numerical data for the total, considering the specific requirements outlined in the assignment.

Calculation of %NCA by Skill Type

The percentage of NCA (%NCA) for each skill is directly provided in the dataset under the "%NCA" column for each skill. To verify or understand the calculation, the basic formula used is:

%NCA = (Number of NCA interactions / Total interactions) * 100

where the Number of NCA interactions is derived from the dataset data, and total interactions are the sum of all interactions for that skill type. Since the dataset presents %NCA as already calculated, the focus is on summing and analyzing these figures within the total.

Aggregation of Statistical Data for the Total

To compute the total for the area, the following key statistical values should be aggregated:

  • Total interactions (sum of Service Level measures or Total # of calls)
  • Average ASA (Average Speed of Answer)
  • Average AHT (Average Handle Time)
  • Average ACW (Average After Call Work)
  • Maximum Delay (Max Delay)

Formulas used for calculations:

Total Interactions
Total interactions = sum of all individual interactions across skill types. For example:
Sum of ASA
Average ASA for total = (Sum of all ASA values) / (Number of skills)
Sum of AHT
Average AHT for total = (Sum of all AHT values) / (Number of skills)
Sum of ACW
Average ACW for total = (Sum of all ACW values) / (Number of skills)
Maximum Delay
Maximum Delay in total area = maximum value among all individual Max Delay figures provided.

Step-by-step Calculation

1. Extract numerical values for all relevant metrics from each skill, including Service Level, ASA, AHT, ACW, and Max Delay.

2. Sum the total errors, successful interactions, and other metrics where applicable.

3. Calculate the overall averages by dividing the summed totals by the number of data points.

4. Determine the maximum delay by selecting the highest Max Delay value from the dataset.

5. For %NCA, if raw data is available, use the formula above to verify or compute; in this case, as percentages are given, interpret as per data context.

Summary

The key to deriving accurate total statistical data lies in meticulous data extraction followed by appropriate summation or averaging, according to the specific metric's nature. The formulas specified ensure a standardized approach, enabling consistent and reproducible results for the total metrics across all skill types.

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