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Formula for AHT Messages in this topic - RSS

Guest


4/6/2007
Guest
What is the formula most people are using for Average Handle Time (AHT)? Is it talk time and ACW (After Call Work) or wrap up time and hold time? We haven't been including the hold time, which now I think we should, but we wondered how others were figuring AHT.

- Katherine Massey, Arkansas Blue Cross Blue Shield
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Guest


4/20/2007
Guest
We use (Talk Time + Hold Time + Work/Wrap Time)/Calls Handled. Not including Hold time would make it a huge benefit to your specialists to spend as much time in hold as possible to reduce their AHT. I would highly suggest making it a part of average handle time.

- Ric Watts
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Guest


8/10/2007
Guest
AHT = Average Handling Time which means it has nothing to do with the number of calls. (as somebody answered)

So the formula is
AHT = Talk Time + Not Ready Time + Hold Time --

- Mitch Banisor, DB&A
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Guest


9/6/2007
Guest
The formula for AHT is as follows:

AHT=ATT + ACW + Hold time

- or -

AHT=Avg talk time + After call work + Hold time

Regards

- Monty, HP
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Guest


9/21/2007
Guest
Are we including the Ring time in AHT? Please Let me know.

- bhushibaby
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Guest


10/5/2007
Guest
Hi,

The basic components of AHT are what is outlined above, which basically take into consideration the following:

a) Talk Time
b) Hold Time
c) After-call work time (wrap-up time)

Ring time is not usually included in AHT. This is because some companies actually use this feature (and modify it) based on their need (caller behavior). Thus, including ring time will not give you a true picture of your AHT if this is included. This may affect your forecasting and scheduling.

Hope this helps.

- Jay Tuazon, SMART I-Contacts Corporation
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Guest


10/5/2007
Guest
Hi,

Through simulation runs before, I found out that adding Average Talk Time (ATT) and Average After Call Work (ACW) time is equivalent to (Total Talk Time + Total ACW Time)/Answered Calls. So this means that, yes, the number of calls do not matter, if your ACD system gives you the ATT and Average ACW data. If it doesn't then you use this: (Total Talk Time + Total ACW Time)/Answered Calls.

I have a concern on the Hold Time, though. In previous responses, you're putting averages with a "Total" (Hold). Doesn't this skew your formula? What I use is this:
(Total Talk Time + Total ACW Time + Total Hold Time)/Answered Calls.

Any comments? Thanks.

- Patrick Ross Espiritu, Smart Communications, Philippines
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Guest


10/5/2007
Guest
Ring time should count towards the "queue time." The handle time starts only after the customer contact is answered by the agent. Anything prior to this counts towards the "queue time" or "wait time" from the customer experience perspective.

I have found many contact centers have deployed the auto-answer (a.k.a., zip tone) feature on their ACD. The agent hears a brief zip and the customer is automatically connected without the agent having to hit the "answer" button. Thus the ring time is avoided.

The only caveat here is that the agents must strictly put themselves in AUX mode before leaving their headsets. If they don't, then the customer is answered at a headset where there is no human being to complete the request, and the customer hangs up and calls again.

Whereas, if using the "phone-rings-and-the-agent-presses-answer-button" sequence, and the agent physically leaves while in "Available" state, you could set a predetermined time (say 5 seconds) spent ringing, after which the call is redirected elsewhere.

Hope this answers the question. Thanks.

- Rajas Daithankar, Avaya Australia
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Guest


4/7/2008
Guest
I agree with Patrick. We also compute AHT as (Total Talk Time + Total ACW Time + Total Hold Time)/ Total Answered Calls.

The problem with using the averages is that most automatic call distributors (ACD) (such as Avaya CMS) compute Average Hold time as Total Hold Time / Total Held Calls; while Average Talk Time and Average ACW time has Total Calls Answered as their denominator (Talk Time/Calls Answered = Ave Talk Time; ACW Time/Calls Answered = Ave ACW).

But if your Average Hold Time is defined as Total Hold Time/Total Calls Answered, then your AHT can be computed as Ave Talk Time + Ave ACW + Ave Hold Time.

Exactly how should Average Hold Time be computed anyway? Is it Hold Time against Held Calls, or against Total Calls Answered?

- Neal Saveron, VXI Global Solutions, Inc.
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Guest


4/11/2011
Guest
Is it possible to forecast the AHT? what could be the formula and the variables to include?

- Mugisha Mulera Nelson
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Guest


5/11/2011
Guest
Highest level it is the length of time servicing that particular customer. Total Talk Time + Total ACW + Total Hold Time (Hold time could be putting on hold to simply research but could also mean put on hold, then go into a dial out mode to make an outbound call for tracking so this should be included).

Please don't be one of those that celebrates or forces low ACW - just means that the Hold Time or Talk Time was higher to accomodate the agent to wrap up the call while customer suffers through processes.

Good luck.

- Rick Rude
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Guest


7/5/2011
Guest
The AHT formula I used is to add Average Talk Time, Average Hold Time and After Call Work. What I like to clarify is whether we should include unattached ACW (ACW not associated with the call) or not. If we ignore unattached ACW, we may understate AHT for forecasting purposes. What is your view on this?

- Bernard Tsang
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Guest


7/5/2011
Guest
Hi Katherine,

Typically it is talk time + hold time + ACW time / total contacts.

You mentioned you are thinking about changing how you calculate it. Why is that? Is there a behavior your call center is looking to measure or manage?

Thanks,

- Austin Brown
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Guest


10/17/2011
Guest
What if you're doing Outbound Calls and would want to apply similar functionality? Or does it even apply particularly on manual dialing? At the same time, people are taking email inquiries as well. You have dial time, customer answers or call goes to vm, and end of call. Rep works on touchnotes and then moves on to the next dial. How do you measure Handle Time esp. if there are Call requirements to be hit on a daliy basis?

- Armand Confesor
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Guest


7/2/2012
Guest
Our formula for AHT = Total staff time - Available time / Number of calls.

- PALLAV AGARWAL (HCL TECHNOLOGIES LTD)
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