Purpose and features
Average Handle Time (AHT) plays a crucial role in contact center operation management. It is used as a key metric used in contact centers to measure the amount of time it takes to resolve a customer inquiry or request. With this new graphic report, the monitoring trends and analysis have become much easier. The following are the components of this new report.
Filters: Users can organize the data based on queues, dates and intervals.
Wallboard: Critical call center KPIs such as the number of answered calls, Average AHT along with inbound and outbound AHT breakdowns are displayed in a dashboard view to highlight a comprehensive snapshot of the operation.
Answered Calls: Total number of calls that were answered..
Average AHT: Overall average AHT of the operation in seconds.
Inbound AHT: Average Handle Time of inbound calls in seconds.
Outbound AHT: Average Handle Time of outbound calls in seconds.
Time series chart: AHT tracking report is deployed with a time series chart that displays the trends of critical KPIs over a selected time period. The users can easily spot the anomalities and fluctuations in order to implement new strategies to further improve their operational efficiency.
Data Table: The table displays the data in a granular level enabling the users to run in depth analysis.
Benefits
This new AHT report offers several advantages for contact center reporters and managers, streamlining analysis and aiding in data-driven decision making. Here's how the report benefits users:
Improved Trend Monitoring: Time series chart allows easy visualization of AHT trends over selected periods.
Enhanced Analysis: Filters enable focused analysis on specific queues, dates, and time intervals.
Quick Insights: Wallboard provides a comprehensive real-time snapshot of key call center KPIs, including AHT breakdowns.
Granular Data Access: Data table offers detailed information for in-depth analysis.
Flexibility and Sharing: Downloaded CSV files allow further analysis outside the report and easy sharing with stakeholders.
Instructions
You may reach AHT Tracking Report on the Visual Reports in the Reporting module.
Reporting > Visual Reports > AHT Tracking Report
User can work with the filters to select the data they want to focus on.
The wallboard and the chart is dynamically generated according to the filtered data.
The table can be used to further investigate individual records.
Users can export the results or may check previously downloaded files.
We wish your operation benefits from this new release and look forward to hearing your feedback!