Hello Team,
Could someone please explain how to calculate AHT manually.

Thanks and Regards,
Reshma Donti

Not sure I understand the question.

AHT = Average Handle time.

Talk time + After work time.

Regards

DaveA

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,

What metrics do you have available?

Standardised reports can change from install to install

Regards

DaveA

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.

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

Hi,


Can anyone tell me what is the use of AHT, as i am not able to understand.





Thanks,
Kelly.

AHT (Average Handle Time) is a core and key measure for
any contact centre planning system.

It tells you how long a call / item takes to deal with, NOT
just the talk time. Effectivly, it's how long an agent is
working and therefore unable to deal with a new 'item'.

If you do not know this you cannot plan effectivly.

Some centres use it as a personal agent target as well
although this is normally deemed a 'bad thing' as it
can force the agent into speed rather than service.

Hope it helps

Regards

DaveA

I would second Dave's post that AHT is essential for planning but misused for targeting agents. I would go further and say that I don't think an agent should even know their own AHT. They don't need to.

Rob

Hi Reshma,

as Michael correctly said its (total talk time + total ACW time + total time on hold)/ calls handled.

AHT is the most important "effeciency" metric that drives the service performance.

You may also want to understand a bit more about weighted AHTs since most of the time "performance evaluators" have tendency to take avegrage of AHT for a period, that would be incorrect.

Let me know if you need more clarifications