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Finding average handle time (AHT) information with reporting tools

Lori Bocklund EXPERT RESPONSE FROM: Lori Bocklund

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QUESTION POSED ON: 26 June 2007
For companies that operate with Symposium, where is the best source of average handle time (AHT) information -- from the application level or from the skillset level?

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EXPERT RESPONSE
On any reporting tool, AHT from the application versus skill set level conveys different things about performance; there is no one "best" source, as it depends on what you are trying to understand. An application can point to multiple skills, so the AHT for an application could encompass a variety of skills. If you want to hone in on the performance of a specific skill, look at skill reports.

Beyond that, we suggest you talk to your supplier for vendor-specific questions.


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RELATED GLOSSARY TERMS
Terms from Whatis.com − the technology online dictionary
abandoned call  (SearchCRM.com)
call center agent  (SearchCRM.com)
cross-media queuing  (SearchCRM.com)
Erlang B  (SearchCRM.com)
Erlang C  (SearchCRM.com)
inbound call  (SearchCRM.com)
off-peak  (SearchCRM.com)
outbound call  (SearchCRM.com)
screen pop  (WhatIs.com)
skill-based routing  (SearchCRM.com)

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