How do I get AHT in CMS?

To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls.

What is the formula for calculating AHT?

To calculate average handle time, add total talk time with total hold time, then add ACW. Lastly, divide that by the total number of calls to get the AHT. AHT can be assessed per agent, per department, or across the organization.

How do I calculate my aht email?

For emails, it is a bit different as there are no hold times. Therefore, you calculate AHT by adding up the total amount of time it took to resolve a case from the time the email was first opened. The email AHT formula also applies for chats.

What is AHT in call center?

Average Handle Time or AHT is a metric used in contact centers to measure the average duration of one transaction. It usually starts from the customer beginning the interaction and covers hold time, talk time, and any other related tasks during the conversation.

How is occupancy calculated in BPO?

The most obvious call center occupancy formula would be to divide the time an agent spends on calls by all of their available working time. For instance, if an agent spent 54 minutes on calls during one hour (aka 60 minutes) of work, they would have an occupancy rate of 90 percent (54/60 = 90%).

What is a good AHT?

According to Call Centre Magazine, the industry standard AHT is 6 minutes and 10 seconds. A similar formula can be used to calculate similar metrics about other channels, like messaging and chat or email.

What is AHT in chat process?

Average handle time, or AHT, is a classic measure for evaluating agent performance and refers to how long each agent spends on a chat on average.

What is BPO shrinkage?

Shrinkage is a workforce management metric that refers to time in which agents are being paid but are not available to handle interactions. There is planned shrinkage, like agents being scheduled for staff meetings and trainings, and there is unplanned shrinkage, like an agent calling out sick or on vacation.

How is shrinkage percentage calculated in BPO?

Shrinkage calculation for hours

1. Shrinkage% = (1- (Total staffed hours/Total scheduled hours))
2. Total Staffed hours = (Total answered calls*AHT) + Avail time + productive aux.
3. Total scheduled hours = Total agent hours rostered for the day/week/month.

How do you pass AHT?

Keep reading for 10 tips to reduce AHT.

1. Automate FAQs.
2. Record and Review Phone Calls.
3. Use Scripts—But Allow Employees to Go Off-Script, Too.
4. Focus on Training.
5. Implement IVR.
6. Analyze Your Workflow.
7. Make Sure Your Employees Know the Product.
8. Ask For Customer Feedback.

How to calculate the AHT of a call?

Another way to calculate the AHT is that you calculate Average Talk Time ATT of all calls that is sum of Talk Time of all calls divided by total answered calls, Average Hold Time of all Calls and Average ACW of all calls and then add the three.

How to calculate average handle time ( aht ) and ACW?

ACW is the average duration after each call an agent takes to carry out post-call processing, including data entry and updates, scheduling follow-ups, and any other communication requirements. To calculate average handle time, add total talk time with total hold time, then add ACW. Lastly, divide that by the total number of calls to get the AHT.

Do you include toilet time in AHT calculation?

AHT should be a measurement or indicator and not an agent target. Should we also include “toilet time” into the computation of AHT? Since an agent cannot pick up a call any waiting call when they go to the toilet.

Is the queue time included in the AHT?

Ring time and queue time are not usually included in AHT, as these are not related to the period of time that an advisor spends on a call. They are normally included in Average Call Duration.