Average handling time

[tobywan]

Hi,

I would like to know if there is a better way to get a value for average handling time (AHT).

Agents in our callcenter are using the "not ready" function for various reasons (meeting, breaks, after call work etc.). We are using activation codes to register what kind of activity

100 after call work
101 break
102 lunch
etc.
In the standard reporting too, all I get is a total not ready time.

I cannot seem to get a value for:
not ready time based on activity code 100
not ready time based on activity code 101
etc

Only way I see it dividing answered calls/talktime+not ready time(AHT). But this would mean our agens have to logout whenever they are doing something besides actual after call work.

Is there way to get not ready values based on activity codes, or is there a better way to do it?

/Tobias

 

[Vaktolteny]

I cannot seem to get a value for:
not ready time based on activity code 100
not ready time based on activity code 101
etc"

There's a standard report called "Not Ready Reason Codes by Agent" that gives you exactly this feature.