Call Center Question about Efficiency?

[Big Ed]

I manage a call center with about 50 or so employees. My new software has a scheduling program, but in order for me to use a certain section of it I have to be able to determine my employees "Efficiency Level". This would be a measure of how often they are absent, late and not working when they should be. I have the raw data on all this, but I am not sure how to go about using this info to arrive a percentage (100% would be perfect) this. Anyone with any ideas or a formula or a website link? Would anyone know the industry standard for efficiency? Appreciate any help.
Since the part of the program I am wanting to use is to do with the "automatic" scheduling of employees work rotas it does in fact ask for an "efficiency level" involving absences, lateness and idle time. I had them spell this out to me very clearly in my discussions with the software provider. I thought it would give me the level as this information is part of the wholde database, but it doesn't. It is a Mitel product. I dont have the raw data with me but I appreciate the offer.