Daily and Monthly Sales per Hour per Call Center Agent

Daily and Monthly Sales per Hour per Call Center Agent

This KPI can be used to estimate the productivity of call center agents who book orders via phone by measuring the revenue they bring to the company per hour of phone time. Sales (or Revenue) per Call Center Agent is calculated by the formula:

Sales per Call Center Agent = Sales / Phone Time

Sales is the revenue from order booked by phone (per day or per month)

Phone time is call duration in hours or minutes (per day or per month)

To calculate Daily Sales per Call Center Agent please follow the steps below:

• Add the custom field “Sales” with code “cf_sales” and Type “Currency”



You can add sales for each order booked as a separate task and calculate the total for required period of time or add sales per day as one task

• Add the custom field “Phone Time” with code “cf_phone_time” and Type “Float”



If you add sales for each order booked as a separate task and then calculate the total you need to add phone time per each order. If you add sales per day you need to add total phonetime per day.

• Add the custom field “Sales per Hour” with Type “Float” and the formula:

$cf_sales/ ToFloat($cf_phone_time)



• To calculate daily sales per hour filter tasks by task group



• To see daily sales per hour per particular call center agent set the filter “Assignment” on Task List –Filters panel



• To see Sales per Hour over some time span (e.g. per day, month, etc.) set the appropriate filter on Task List – Filters panel

per day



per month





Daily Sales per Hour per Call Center Agent

       To calculate Average Sales per Hour for Month please follow the steps below:

• Create task group for each Call Center Agent, right click and select “Custom fields options”



• Set the following custom fields settings for the custom fields: “Sales” and “Phone Time”

- In “Settings for” select “This task group”

- select “Enable”

- select “Aggregated (for task group) and the option “Sum” for corresponding custom field





• For the custom field “Sales per Hour” select the following options:
  • - In “Settings for” select “This task group”
  • - select “Enable”
  • - select “Calculated by custom field formula (for task group)”





Average Sales per Hour per Call Center Agent for Month