AHT in back office tasks

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AHT in back office tasks

Does anyone use a software or know of one that can track back office AHTs? We have a few tasks that are done but we don't have anything for agents to input when they start/finish a task so that we can report on the amount, the frequency and the intraday levels too. This is something we are looking for social media management as well as completing emails. I have seen something similar in another business that was built in house but we are several years away from being able to ask for something due to other ongoing projects.



Call Centre Helper

Can you do this off the CRM system?
It all depends upon the back end system that you are using.

It could be that you can track this activity from a custom report in your CRM system.

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