How to Calculate Amount of Time Spent In AUX Codes

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