I am trying to create a weighted scorecard.
AHT (25%) – The higher the metric the “worse” the call agent is performing.
VOC (37.5%)- The higher the metric the “better” the call agent is preforming.
CSAT (37.5%) – The higher the metric the “better: the call agent is preforming.
| AHT | VOC | CSAT | TOTAL |
|---|---|---|---|
| 345 | 85% | 78% | |
| 438 | 60% | 92% |
I get that for VOC and CSAT it would be multiplying the score by the weightage then summing together at the end to get the total. But how do I incorporate AHT into this calculation?
| AHT | VOC | CSAT | TOTAL |
|---|---|---|---|
| 345*25%=86.25 | 85% * 37.5% =32% | 78% * 37.5% = 29.25% | |
| 438* 25%= 109.5 | 60% * 37.5% =22.5% | 92% * 37.5% = 34.5% |
Please let me know of any best practices you have for this type of weighted scorecard with these kinds of metrics!
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