How to Calculate Amount of Time Spent In AUX Codes Related Articles How to Calculate the Number of Agents Required in a Contact Centre How to Measure Average Handling Time (AHT) How do I Calculate... Schedule Adherence? Call Centre Dress Codes © luismolinero - Adobe Stock - 239021407 770 Filed under - Forum How to Calculate Amount of Time Spent In AUX Codes We want to start measuring the average amount of time our Customer Support Representatives spend in ACW and Personal Time (two of our AUX options) throughout the day, week and month. However, the system we utilize gives us totals instead of an average. How can we take the total amount of time and “break it down” into the average time spent in those AUX codes. For example, one of my agents shows that he spent 02:18:46 (2 hours, 18 minutes and 46 seconds) in Personal for the month of December. How do I convert that to the average amount of time he was in Personal for the month based on when he worked? Question asked by Monica Divide Total By the Number of Calls So if the advisor spent 02:18:46 (2 hours, 18 minutes and 46 seconds) in Personal and handled 1155 calls, then you fist need to work out the total number of seconds 2 hours = 7200 seconds 18 minutes = 1080 seconds 46 seconds 7200 + 1080 + 46 = 8326 Seconds Divide by the number of calls 8326 / 1055 = 7.9 seconds per call on average. But be careful on breaking this down to far – 7.9 seconds does not seem like a lot of Personal Time. With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 5th May 2022 Read more about - Forum Recommended Articles How to Calculate the Number of Agents Required in a Contact Centre How to Measure Average Handling Time (AHT) How do I Calculate... Schedule Adherence? Call Centre Dress Codes Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter