task coach showing time in minutes time spent

#Task coach showing time in minutes time spent how to

Total Talk Time: 7 days + 17 hours + 36 minutes + 45 seconds = 668,205 seconds The data used in the example below, is the accumulation of all the length of all calls throughout one day in the contact centre. Worked ExampleĪll of the following data can be pulled from the contact centres Automated Call Distribution (ACD) system or, failing this, can be gathered from Call Detail Records (CDRs). Wrap-up time may also be known as Wrap Time or After-Call Work time. The AHT formula for calculating AHT is as follows:Īverage Handling Time (AHT) = (Total Talk Time + Total Hold Time + Total Wrap Time) ÷ Number of Calls Handled

#Task coach showing time in minutes time spent how to

It is the bedrock for all contact centre planning systems, as well as a key component of all Erlang calculations, and unless you know this metric you cannot plan effectively.įor more on the topic of Erlang calculations, read our article: How to Work Out How Many Staff You Need in a Contact Centre The Average Handling Time (AHT) Formula In essence, it tells you how much time an advisor spends working on a task and when they are unable to deal with a new work item.

So how do you measure it? What is Average Handling Time?Īverage Handling Time (AHT) is a key measure for any contact centre planning system, as it tells you how long a new item of work takes to be handled, and not just the talk time. Average Handling Time is a key metric in any contact centre.