Hello, all, I think I may have an interesting question for those of you who have some statistics or consulting background. Here goes...
Group One received 20994 incoming calls, including 1820 abandoned calls (calls not answered) (a ratio of 11.54/1).
The abandon time (how long a customer will wait on an agent before hanging up) for Group One is 59 seconds.
Group Two received 2648 incoming calls, including 290 abandoned calls (a ratio of 9.13/1).
The abandon time for Group Two is 114 seconds.
Now, Group One received 7.93 times the incoming calls as Group Two (20994/2648). I need a 'leveraged' average of abandon time between Group One and Group Two. That is, if I were to simply average 114 seconds with 59 seconds, the result would not take into account that Group One received nearly 8 times the phone calls as Group Two. For example, If Group One had 100 incoming calls with an average abandon time of 1 second, and Group Two had 10 incoming calls with and average abandon time of 20 secs, then averaging the two times would not yield an accurate result.
Thanks for any help on this!
Bubbis Thedog