Inbound AHT & Outbound AHT

[BenUK]

I am building queries to calculate both Inbound AHT & Outbound AHT, I want to calculate all time associated with IB/OB calls in order to ensure related workforce management software is pulling the right data in order to plan staffing requirements.

For the Inbound AHT I have used the following calculation:

(I_ACDTIME + I_ACWINTIME + HOLDTIME + ACDOTHERTIME)/(ACDCALLS)
-Where Date, ACD & Split meet specified criteria.

And for Outbound AHT I have used the following:

(AUXOUTTIME + ACWOUTTIME) / (AUXOUTCALLS + ACWOUTCALLS)
-Again specifying Date, ACD & Split criteria.

Could anyone confirm if I am double counting data or merging incompatible fields - or if I've left something out.

You're help will be much appreciated.

Many thanks
Ben

 

[RGarcia87]

For inbound I assume you meant 'i_acdothertime' and not 'acdothertime'. 'Holdtime' is already included in 'i_acdothertime'. The formula we use for AHT is (acdtime+acwtime+holdtime)/(acdcalls).


We do not use outbound but your formula looks fine.

 

[BenUK]

Hi Rich,

Thanks for your response, I read the data definitions in the help file and I assumed the same as you, but when I looked at the data I found Holdtime/holdacdtime was consistantly (although not always) higher than ti_othertime/I_acdothertime. Is there an explanation for this?

Thanks
Ben

 

[RGarcia87]

'TI_OTHERTIME' also includes time spent on outgoing calls without having an ACD call on hold, so I wouldn't use this statistic since it's not related to an ACD call.

Also, the statistic 'I_ACWTIME' in your formula I would be careful with, it also includes time not associated with an ACD call. What this means is if an agent logs in and immediately goes in ACW without taking a call, you are including that time in your AHT.

I work for a big company with many call centers and the formula we use for inbound AHT has been the same for years. It pretty much covers all time associated with an ACD call.

 

[BenUK]

I've done some further digging and have settled on the following inbound formula:

I_RINGTIME + I_ACDTIME + I_ACDOTHERTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME / ACDCALLS

HoldTime captures data for all calls put on hold included non-acd & o/b calls. I_ACDOTHERTIME includes only holdtime associated with ACDCalls. I_ACDAUX_OUTTIME & I_ACDAUXINTIME capture inbound and outbound calltime will on a call is on hold.
I_ACWTIME does include all instances of ACW, but for our centre this is required, especially as it includes ACWOUTTIME which isn't included in ACWTIME.