CMS R15 - Average Handle Time

[NewbieCarol]

Does anyone know if CMS R15 has a built-in calculation for Average Handle Time on an Agent level?

Thanks everyone!

 

[Stinney]

There is no standard calculation in CMS that provides Average Handle Time as you may be thinking of it. I think it's because everyone doesn't want the exact same data items calculated into a average handle time. There is an Average ACD Talk Time calculation, but if you want to also include Hold Time, ACW time, time ringing on the agent's phone, you have to create your own calculation to sum these data items and divide them by the total number of ACD calls.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[NewbieCarol]

That makes sense.

Thanks Stinney!