email AHT calculation start after accepting or replying?

[Jones]

I think AHT should be calculated from when an agent [b]accepts[/b] the interaction until the moment he [b]sends[/b] a reply. (or transfers, or completes etc)

However, after some testing we came to the conclusion that AHT is calculated not when accepting the email but starts when the agent clicks on reply.
Agents know if they handle as below, they will have a shorter AHT:
- accept mail
- read mail, history, etc
- click reply
- reply customer
- click send

They know if they do it this way, their AHT will be shorter then if they accept mail, click reply straight after and then start reading the mail/history/do other stuff. It also causes discrepancy in total handle time vs handled emails and AHT time. This can be as high as 2 hours per day in "lost time".

Should AHT be calculated this way?
When accepting the mail I can see the clock starting to tick, but after clicking reply it starts over at 00:00.
I can't find anything about this in documentation and also can't see where we can skip the step between accepting and replying.

[cavagnaro]

We kinda discussed this long time ago. What if email is received at 6pm and you save it in your Drafts and answer at 12pm because you had a consult from another area about the details of that particular email?

In resume, Email. Chat, fb, twitter can't be treated as voice interactions as major difference is that voice is a live interactions while others are just passive.

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[mcruli]

look in the lasted version of eServices. Include some about this.

[Jones]

[quote author=cavagnaro link=topic=10414.msg47265#msg47265 date=1497625260]
We kinda discussed this long time ago. What if email is received at 6pm and you save it in your Drafts and answer at 12pm because you had a consult from another area about the details of that particular email?

In resume, Email. Chat, fb, twitter can't be treated as voice interactions as major difference is that voice is a live interactions while others are just passive.

Enviado de meu E6633 usando Tapatalk
[/quote]

If you save it in your workbin, AHT will be paused. (if you configured it to pause in Workbin, which we have)
In my opinion, there should be an option to skip the part between accept and reply.

I disagree that Chat is passive by the way, its almost impossible to handle calls and chats at the same time because customers expect an immediate response while chatting. Obviously, same goes for calls.

[Jones]

[quote author=mcruli link=topic=10414.msg47266#msg47266 date=1497627303]
look in the lasted version of eServices. Include some about this.
[/quote]

Any hint on where I can find this?