" /> Average Handle Time - Genesys CTI User Forum
« previous next »
Pages: [1]   Go Down

Author Topic: Average Handle Time  (Read 7199 times)

Kevin

  • Guest
Average Handle Time
« on: January 01, 1970, 12:00:00 AM »
Advertisement
I've got a question for the experts...
We're trying to implement AHT in our environment. I've looked through the Knowledgebase on Genesys' site, and I understand that I can capture it by tracking statuses on the Agent's Place (Nortel environment). I can also track it by Agent Group. Sounds simple enough.

My problem is: The business wants AHT by service team (Agent Group). An agent may belong to several Agent Groups. When an agent has taken a call, his/her call time has been tracked in all the agent groups he/she is a part of. This, of course, does not give us accurate reporting by Agent Group.

Other than using filters (which we try to avoid because the call center is constantly adding new Agent Groups, and we are currently in a restructuring process), does anyone have any suggestions on how to capture this accurately?

Thanks in advance for your assistance.
Logged

Beancurd

  • Guest
Average Handle Time
« Reply #1 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • I'm assuming your Nortel is a Meridian so why not use VAGs using the loggedin(queue_number) notation? This will provide accurate stats as the agent can only be logged into one queue at a time on the Meridian.

    Logged

    Kevin

    • Guest
    Average Handle Time
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • I'll take a look at it, but not sure if it will help.

    I may have forgotten to clarify if an Agent is in the GOLD team (and logged into GOLD's ACD) and also in the GREEN team, the AHT for a call he handles is currently counted in both GOLD and GREEN.

    If he handles a GREEN call, I want it counted in GREEN (and not in GOLD). If he handles a GOLD call, I want it counted in GOLD (and not in GREEN).

    I could be wrong (it happens once in awhile), but if I pegged off the VAG based on logged in, would that separate the stats, or would everything be counted against GOLD?
    Logged

    Beancurd

    • Guest
    Average Handle Time
    « Reply #3 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • Yes, all the calls would be logged againt GOLD. Sounds like filters could be your only hope.
    Logged

    tenshi

    • Guest
    Average Handle Time
    « Reply #4 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • kevin,

    if you have call concentrator then all is good. However, you will probably need to use StatServer's STATUS table to help ease and compliment your AHT calculation. What you'll need to do is get Router to send a piece of attach data of the VQ your agent took('GOLD'). Then from call concentrator you could link STATUS -> EVREF -> EVDATA to get what call the agent took. Do a distinct count of the connids on the agent's inbound status with the attach data will get you how many calls he took. Add up all the statuses times from your AHT formula will get you AHT by queue/VQ/skill.

    Hope that helps.

    enshi
    Logged

    Kevin

    • Guest
    Average Handle Time
    « Reply #5 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • Thanks for the input.
    No, call concentrator is not installed, though it is "on the horizon", unless they change their minds *again*.
    Yes, I figured that with CCon it would be a lot easier, since I would have the individual call detail and could rollup handle times from there.
    Logged
    Pages: [1]   Go Up
    « previous next »