How the math works
- Calls handled = agents × calls per agent.
- Calls evaluated = agents × manual evaluations per agent.
- Calls reviewed (%) = calls evaluated ÷ calls handled × 100.
- QA hours needed = calls evaluated × minutes per evaluation ÷ 60.
- QA analysts needed = QA hours ÷ productive hours per analyst. The default of 140 hours is only a starting point; use your own number.
The example above is a placeholder, not a benchmark. Replace every input with your own numbers.
What to do with the result
A low coverage number means each agent's QA score rests on a handful of calls. For how many evaluations you need per agent, see How Many QA Evaluations Do You Need Per Agent? and how many calls QA should score. If you also need to staff the phones, use the free Erlang C calculator. More free tools are on our free tools page.
OttoQA automates call scoring with 96% accuracy, works with any CCaaS or CRM via API, and takes about 2 weeks to set up. The $1,000 setup covers a proof of concept on 200-500 of your calls. See pricing.
FAQ
How do you calculate QA coverage?
Divide the evaluations your QA team completes in a month by the calls your agents handle in that month, then multiply by 100. Evaluations equal agents times evaluations per agent; calls equal agents times calls per agent.
How many QA hours does a QA program need?
Multiply total evaluations per month by the minutes each evaluation takes, then divide by 60. Divide that by the productive hours one QA analyst has in a month to estimate analyst headcount.
Is my data sent anywhere?
No. The calculator runs in your browser and nothing you type is sent anywhere.