Hold tim in Agent  & Agent Skil group reports

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    This document was generated from CDN thread

    Created by: Sarah Barnes on 20-02-2013 12:02:36 PM
    Please can someone confirm if I have this correct AHT is = to HandledCallsTime/CallsHandled   HandledCallsTime = HandledCallTalkTime + HoldTim + Wrap. If this is correct can someone confirm what constitues HoldTime - is InCallsOnHoldTime part of the overall hold time? I have created and AVG Hold time  HoldTime/CallsHandled, AVG Talk Time HandledCallsTalkTime/CallsHandled & AVG Wrap WrapTime/CallsHandled and all of those added together = AHT If I run the report and look at AHoldT that is showing a calculation of InCallsOnHoldTime/InCallsOnHold My query is this, I take a call, I speak to the customer for 60 secs, put them on hold whilst I make an outgoing call 30 secs, then come back to them and speak to them for a further 30secs and do 10 secs of Wrap... Where does my Hold time with regards to me making a call sit.. As when I run this report I get the following output attached. My Customer wants to ensure that the Hold time that is happening whilst I am making another call is counted within the AHT... AS far as I can see it isn't! Any and all help will be appreciated    

    Subject: RE: Hold tim in Agent  & Agent Skil group reports
    Replied by: Sarah Barnes on 20-02-2013 01:46:47 PM
    Thanks Paige, good to hear back from you, have been getting quite deeply involved with CUIC, not up to your standards though :-)
    Can you confirm what equates to AHT, as My Customer believes that if an agent takes a call and put them on hold to make an out going call then goes back to teh customer and then goes in wrap that should equate to AHT.
    I think I must ne missing something, as adding up HandledCallsTalkTime, WrapTime & Hold time equate to AHT, however if I were to take out Hold Time and add in InCallsHoldTime instead, it would not add up to AHT.
    I will try what you suggest, however if you can clarify what constitute AHT that would be extremely helpful.
    Hope all is well with you :-)

    Subject: RE: Hold tim in Agent  & Agent Skil group reports
    Replied by: Paige Delk on 20-02-2013 01:27:33 PM
    Hi Sara - the thing to look out for is keeping agent state times separate from call state times.  In the schema guide, any column that says it's a component of LoggedOnTime should not be used in calculations for call statistics.  In your scenario, the agent has placed the call on hold, but they go into a taking state when calling the 2nd party.  But the  call is still on hold.  The IncomingCallsOnHoldTime is what you're looking for I think. that is for Inbound ACD calls (routed or DID I think, but not internal, because those are not counted as ACD calls).
    Logged On time includes (among other things) TalkTime, TalkInTime, TalkOutTime, TalkOtherTime, WorkTime and HoldTime.  Note that the agent state of Hold is only counted when the agent isn't on another call)
    If you want to get to WorkTime associated with ACD calls, I'd use CallsHandledWorktime = CallsHanledTime - CallsHandledTalkTime - IncomingCallsOnHoldTime.   Hope this helps - Good to see your name pop up! - paige delk

    Subject: RE: Hold tim in Agent  & Agent Skil group reports
    Replied by: Paige Delk on 20-02-2013 02:02:48 PM
    Your Customer is correct.  The reason it isn't adding up for you is because the agent is not in a hold state, they are off talking to another caller and are in a Talk state, but the Call is in a hold state and it is accumulating HandleTime and IncomingCallsOnHoldTime.    AHT = HandledCallsTime / HandledCalls
     
    Where HandledCallsTime = CallsHandledTalkTime + IncomingCallsOnHoldTime + CallsHandledWorktime (which is calculated from CallsHanledTime - CallsHandledTalkTime - IncomingCallsOnHoldTime)
     
     
     

    Subject: RE: Hold tim in Agent  & Agent Skil group reports
    Replied by: Sarah Barnes on 20-02-2013 02:34:49 PM
    Fantastic Paige, Just what I need to know, I will change my calculations and let you know how I get on...
    have a good day :-)

    Subject: RE: Hold tim in Agent  & Agent Skil group reports
    Replied by: Sarah Barnes on 20-02-2013 04:23:18 PM
    Hi Paige, Thanks for helping with this query,
    I have one last question in the Agent Historical All fields report i could not find CallsHandledWorkTime either in the SQ: or in the DBSchema 8.5 PDF doc. 
    So I used WorkReadyTime, which calculates ok, however I know it is an Agent calculation. 
    I also couldn't find IncomingCallsOnHoldTime in the SQl, however I used InCallsOnHoldTime which i assume is the same. 
    The reports look so much better now. 
    If you have an idea about CallsHandledWorkTime that would be great, otherwse I will leave it as it is. 
     
    i also have another question out on the board, if you know what the answer is I would be grateful.
     
     


     

    Subject: RE: Hold tim in Agent  & Agent Skil group reports
    Replied by: Sarah Barnes on 20-02-2013 05:43:16 PM
    I really should read what you write more carefully :-) .. thanks again.. 

    Subject: RE: Hold tim in Agent  & Agent Skil group reports
    Replied by: Paige Delk on 20-02-2013 05:39:36 PM
    CallsHandledWorkTime does not exist in the database.  It has to be calculated as follows:   CallsHandledWorktime = CallsHanledTime - CallsHandledTalkTime - InCallsOnHoldTime.
     

    Subject: Re: New Message from Paige Delk in Contact Center Reporting (CCR) - Contact
    Replied by: Nathan Luk on 20-02-2013 05:53:14 PM
    The time that the agent is talking to another agent is accumulated in ConsultativeCallsTime I believe if you wanted to track that. The definition of IncomingCallsOnHoldTime is that it only increments when all calls at an agent are on hold from memory (i.e. If an agent had one call and had it on hold or if the agent made a consult call and had both the original caller and the agent they were consulting with both on hold).

    Cheers,
    Nathan