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Handle time Messages in this topic - RSS

pangay08.mp
pangay08.mp
Posts: 1


1/29/2016
pangay08.mp
pangay08.mp
Posts: 1
Hi guys,

How do I calculate Handle time where in the Given factors are ACD, AVG ACD TIME and AVG ACW?

Agent Name
ACD Calls
Avg ACD Time
Avg ACW Time
Agent`01
12
7:03
:08
Agent`02
53
8:16
:36
Agent`03
8
6:44
:15


the result should be this:

Agent Name
Handle Time
Agent`01
7.18
Agent`02
8.87
Agent`03
6.98


The handle time should be converted to decimal
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maureen.szlemp
maureen.szlemp
Posts: 2


3/23/2016
maureen.szlemp
maureen.szlemp
Posts: 2
I found this formula from Call Centre Helper, which explains how to calculate average handle time. I hope this helps – please let me know if you have any more questions!
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rache4you
rache4you
Posts: 2


4/6/2016
rache4you
rache4you
Posts: 2
Hi, what is the average ACW for an airlines call center agent?

Rachel
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Wade
Wade
Posts: 2


4/14/2016
Wade
Wade
Posts: 2
Hello pangay, the specific result you are looking for is easier than it appears. ACD calls are irrelevant to this specific calculation, since you have the average times already. For example, Agent 01 you would just take the total (average) seconds and divide by 60. Your result appears to be in decimal format, not time format.

1. Avg ACD Time 7:03 (423 seconds)
2. Avg ACW :08 (8 seconds)
3. AHT = (TalkTime+ACW)/(ACD)
Again, since you have the averages, you don't need to worry about that.
4. AHT = (Avg ACD Time + Avg ACW)

In this case, 423s + 8s = 431s
431s/60s = 7.18 (7.183333... rounded to the nearest hundredth)

Note: This is 7.18, which is different from 7:18.

Hopefully your data spits out in excel as a number that is converted. Good luck!
edited by wade.raef on 4/14/2016
edited by wade.raef on 4/14/2016
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arsh_1011
arsh_1011
Posts: 2


1/3/2017
arsh_1011
arsh_1011
Posts: 2
I know this formula for calculating the Average handling time.

Average Handling time = (AverageTalktime+ AverageHoldTime+ After Call Worktime)/Answered Calls

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