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Handle time
pangay08.mp Posts: 1
1/29/2016

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 Posts: 2
3/23/2016

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 Posts: 2
4/6/2016

Hi, what is the average ACW for an airlines call center agent?
Rachel


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Wade Posts: 2
4/14/2016

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 Posts: 6
1/3/2017

I know this formula for calculating the Average handling time.
Average Handling time = (AverageTalktime+ AverageHoldTime+ After Call Worktime)/Answered Calls


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elinbly Posts: 1
7/9/2017

pangay08.mp Thanks man sorting out this problem in a easy manner. I was really a bit confuse how to handle it. Average handling time is a crucial when you have large number of employees. I am thankful to you for this. Average Handling time = (AverageTalktime+ AverageHoldTime+ After Call Worktime)/Answered Calls
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