formula's operation

Punjab Prepaid	Unit	Data Source	Formula
% to forecast	%	Formula	Calls offered/Calls forecasted
SVL% (Split 1,4,11)	%	Formula	(Calls answered in threshold- short calls)/(Calls offered-Calls abandoned <5 secs- short calls)
Abn % (Split 1, 4, 11)	%	Formula	(Calls offered- Calls Answered)/Calls Offered
AHT (Split 1,4,11)-Certified agents	no's	Formula	ATT+AOHT+ACW
AHT (Split 1,4,11)- Under Certification agents	no's	Formula	ATT+AOHT+ACW
Service Level % (Split 1)	%	Formula	(Calls answered in threshold- short calls)/(Calls offered-Calls abandoned <5 secs- short calls)
Service Level % (Split 4)	%	Formula	(Calls answered in threshold- short calls)/(Calls offered-Calls abandoned <5 secs- short calls)
Service Level % (Split 11)	%	Formula	(Calls answered in threshold- short calls)/(Calls offered-Calls abandoned <5 secs- short calls)
Abn % (Split 1)	%	Formula	(Calls offered- Calls Answered)/Calls Offered
Abn % (Split 4)	%	Formula	(Calls offered- Calls Answered)/Calls Offered
Abn % (Split 11)	%	Formula	(Calls offered- Calls Answered)/Calls Offered
Average Staff time-Certified agents	hours	Formula	Total staff timeof certified agents/Certified agents logged-in
Average Net login time(excluding Aux1,2,9)-Certified agents	hours	Formula	Total staff timeof certified agents- Aux1,2,9/Certified agents logged-in
Average Productive time-Certified agents	hours	Formula	Total staff timeof certified agents- Total Aux(Certified)/Certified agents logged-in
Telephone Occupancy%	%	Formula	AHT*Calls Answered/(Aht *Calls answered+Avail time)	AHT*call answered/aht*call ans+availtime
CSAT%-Certified agents	%	Formula	Yes(Yes+No)
CSAT%-Under Certification agents	%	Formula	Yes(Yes+No)
Tagging # - Certified agents	nos.	Formula	Sum of E,C,R for certified agents
Tagging%- Certified agents	%	Formula	Tagging#/ Calls answered
Unique Tagging%- Certified agents	%	Formula	Unique Tagging#/ Calls answered
FLC#- Certified agents	nos.	Formula	Sum of E,C,R for certified agents where it is FLC
FLC%	%	Formula	FLC#/Tagging#)
Incorrect Tagging%- Certified agents	%	Formula
Incomplete Tagging%- Certified agents	%	Formula
Login hour adherence%	%	Formula	Avg Login hour inclisive of approved downtimes/10
Max Calls in queue	nos.	CMS	Not avalable as of now
Max Wt Time	nos.	CMS	Maximum delay
% of intervals not met-Service e=level	%	Formula	No. of intervals not met target/Total no of intervals(48 or 96)
CSAT SMS Sent	No	Formula	Yes+No+Blanks
Response%	%	Formula	(Yes+No)/(Yes +No + Blanks)
FCR %	%	Formula	C& R(Y)/C&R (Y+N)