The weighted mean is similar to the general mean, except that some points contribute more to the mean than some others. Mathematically if we have a set of points and a set of weights that belong to the points, then the weighted average is equal to
for example, if we have two sets of points, 1 2 with weight 1 and 3 4 5 with weight 2, then the weighted average of all points is equal to
In excel there are two ways to calculate the weighted average. say we have the values in column A and the weights in column B.
In the first method we set the product of A and B in column C. Then, the weighted average is given by WAV = SUM(C:C)/SUM(B:B)
The second method uses the sumproduct function. This method doesn't require an additional column to be used. WAV = SUMPRODUCT(A:A,B:B)/SUM(B:B)
Workforce Optimization includes WFM, call monitoring and agent performance management.
Workload is defined as the amount of work in hours. Workload is usually calculated by the following formula:
Obviously the amount of offered and handled workload can differ over the same interval.
Time after the end of a call that the agent spends on the call. Consist usually of entering call-related data in a computer system.