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AHT
- Thread starter Bryanc61
- Start date
Milesprower
Programmer
Average Hold Time? By agent? By skillset? by application?
Check the Historical reports and data dictionary.
Check the Historical reports and data dictionary.
- Thread starter
- #3
Milesprower
Programmer
Depending on your definition of Average Handle Time, you may want to look at Average Talk Time.
- Thread starter
- #5
Below is what I found to calculate AHT from Tek tips:
I have discovered that I cannot modify any of the reports. But the Agent Performance reports will give the average talk time for each agent.
Speaking of AHT, We are in a process of reviewing what should constitute Average Handle Time. Has anyone had discussion on what it should be? Currently, according to the canned reports from Symposum, they add "Talk Time" to "Wrap up time" divided by "Calls Answered". But someone had suggested what about "Hold Time", "Walk away time"? Can anyone give me some ideas on this? Thank you kindly.
I have discovered that I cannot modify any of the reports. But the Agent Performance reports will give the average talk time for each agent.
Speaking of AHT, We are in a process of reviewing what should constitute Average Handle Time. Has anyone had discussion on what it should be? Currently, according to the canned reports from Symposum, they add "Talk Time" to "Wrap up time" divided by "Calls Answered". But someone had suggested what about "Hold Time", "Walk away time"? Can anyone give me some ideas on this? Thank you kindly.
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