Need a way to calculate average calls per day taking into account actual service days (not including weekends).

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Many companies with call centers do not support 24x7x365.  For those customers, it would be nice to be able to customize our analytic reports to take our actual service days/hours into acccount.  The average calls per day should not include days when we are not servicing clients.

Here is a specific example based on data we have for September. For a user, the total number of calls is 128. In the Ring Central Analytics report, the same user has an Average Calls Per Day of 4.27 (which is 128 divided by 30 -- the total number of days in September). But September has 8 Saturday/Sundays. So the REAL number of work days in September is 22. The Average Calls Per Day should be 7.11.

Reporting average calls per day without taking into account actual work days is misleading.  It looks like we are less busy than we really are.
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Lisa Hewitt

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Posted 4 weeks ago

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