I am currently working ono some AHT analysis for a client of ours. They currently use the following AHT calculation, taking into account manual outbound calling but in respect to inbound traffic
sum(i_acdtime+da_acdtime+i_acdothertime+da_othertime+i_acwtime+da_acwtime+i_acdaux_outtime+i_acwouttime) / ACDcalls
However I've come across a scenario as follows:
Agent dials out using line1 to a customer (without an inbound ACD call) they then dial into an internal department on line2.
This time seems to get lost. I'm trying to see if that particular state can be indentified. Any ideas?
sum(i_acdtime+da_acdtime+i_acdothertime+da_othertime+i_acwtime+da_acwtime+i_acdaux_outtime+i_acwouttime) / ACDcalls
However I've come across a scenario as follows:
Agent dials out using line1 to a customer (without an inbound ACD call) they then dial into an internal department on line2.
This time seems to get lost. I'm trying to see if that particular state can be indentified. Any ideas?
