ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
Call Centre Ranking Reports
Downloads only: Industry Sectors (Monthly) | Industry Sectors (Quarterly)
View Reports and optional downloads: Banks | Car Insurance | Councils | Energy Retailers | Internet Retailers | TAFEs/Education
AHT Outlier Report
Looking for a fast, visual way to identify which team members are sitting outside your team’s average AHT?
This Excel-based tool is designed to help Contact Centre Team Leaders and Managers quickly spot high and low outliers in a team of up to 25 agents.
Whether you’re prepping for coaching sessions, team meetings, or just short on time – it helps you focus where it counts.
What the Tool Does:
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Accepts up to 25 agent names and their AHT results
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Automatically calculates the team average and standard deviation
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Flags agents performing above or below the expected range
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Colour-coded highlights make the outliers easy to spot
💡 Tip: This tool uses macros to power the calculations and formatting. Please make sure macros are enabled in Excel for full functionality.
The AHT Outlier Report is only available to download for ACXPA individual Members. Learn more >
| Filename | ACXPA-Outlier-Report.xlsm |
| Filesize | 90.67 KB |
| Version | 1 |
| Date added | March 27, 2025 |
| Category | Contact Centre Management |
