Segmenting data when calculating AHT, ATA

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Segmenting data when calculating AHT, ATA
Thanks to this forum, I've gotten some good insights, and in fact, I've managed to obtain teh ATA for different time segments. So, THANKS.

Now, I've trying to get the AHT for those same segments. Having said that, I want to confirm how I'm supposed to calculate the AHT.

According to the page:
https://www.callcentrehelper.com/how-to-measure-average-handling-time-52403.htm

The Calls I'm suppsed to consider are only those my staff handles. Does that mean that I have to filter out the abandoned calls?

How about when I calculate the ATA? What I did was filter only the abandoned calls, because.

So, when I calculate Average handling Time and Average Time to Abandon, should I segment into "Non-Abandoned" and "Abandoned"?

Thanks

Helper

Call Centre Helper

AHT is a measure of how long it takes to handle a contact
AHT is a measure of how long it takes to handle a contact.

Yes You are correct. You exclude the number of abandoned calls from AHT.

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