How to calculate AHT manually
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Reshma Donti on 14/1/2010 19:40:02.Topic has 6 posts; viewed 684 times.Technology [This topic is read only]Forum List | Unified View | Latest PostsPopular Topics | Editor's Choice | Voices WebLog
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Reshma Dontiteam leadIBM2 posts0 friends welcomed
How to calculate AHT manually [14/1/2010 19:40:02]
Hello Team, Could someone please explain how to calculate AHT manually. Thanks and Regards, Reshma Donti
Dave ApplebyResource AnalystHealthcare Insurance1519 posts0 friends welcomed
Reshma [14/1/2010 22:16:20]
Not sure I understand the question. AHT = Average Handle time. Talk time + After work time. Regards DaveA
Hi Dave [15/1/2010 06:20:28]
Thank you for responding,I want to know the formula to calculate AHT with the metrice we get from Avaya. Can you please help? Regards,
OK [15/1/2010 08:13:58]
What metrics do you have available? Standardised reports can change from install to install Regards DaveA
Michael DownerPlanning ManagerThe MDU21 posts0 friends welcomed
How to calculate AHT manually [15/1/2010 16:37:05]
The below metrics should all be available in your AYAVA CMS (Total_Talk_time + Total_ACW_time + total In_Hold time)/Calls Handled. This will reflect the time to process one Customer.
Michael, [15/1/2010 17:07:19]
Yep... Assuming they use those and no for example 'not ready' AHT whilst nominally a very objective measure can sometimes turn into a subjective mess dependant on who's... a) Defining what AHT consists of for the company b) Who's being measured by it c) Who's targeted on reducing it. d) Who's bonus depends on it.... Oh if I had £1 for every definition of an Abandoned call I'd have err...£12.50... Seriously, people will try and define in the best light. Regards DaveA
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