Inbound & Outbound AHT On Avaya Definity
I am building queries to calculate both Inbound AHT & Outbound AHT, I want to calculate all time associated with IB/OB calls in order to ensure the related workforce management software is pulling the right data in order to plan staffing requirements.
For the Inbound AHT I have used the following calculation:
(I_ACDTIME + I_ACWINTIME + HOLDTIME + ACDOTHERTIME)/(ACDCALLS)
-Where Date, ACD & Split meet specified criteria.
And for Outbound AHT I have used the following:
(AUXOUTTIME + ACWOUTTIME) / (AUXOUTCALLS + ACWOUTCALLS)
-Again specifying Date, ACD & Split criteria.
Could anyone confirm if I am double counting data or merging incompatible fields – or if I’ve left something out.
You’re help will be much appreciated.
Many thanks
Ben
Question asked by B
Inbound & Outbound AHT On Avaya Definity
I’ve done some further digging and have settled on the following inbound formula:
I_RINGTIME + I_ACDTIME + I_ACDOTHERTIME + I_ACDAUX_OUTTIME + I_ACDAUXINTIME / ACDCALLs
HoldTime captures data for all calls put on hold included non-acd & o/b calls. I_ACDOTHERTIME includes only holdtime associated with ACDCalls. I_ACDAUX_OUTTIME & I_ACDAUXINTIME capture inbound and outbound calltime will on a call is on hold.
I_ACWTIME does include all instances of ACW, but for our centre this is required, especially as it includes ACWOUTTIME which isn’t included in ACWTIME.
With thanks to B
Avaya
Hi Ben, not forgotten your site visit request, we are still going through system testing and hopefully I can arrange something in February.
In the meantime I will keep an eye on this thread as in I expect to have to do a similar exercise in the next couple of months on one of our Avayas, let me know what you finally arrive at as a calculation.
With thanks to Julian
Author: Jonty Pearce
Published On: 12th Apr 2022 - Last modified: 3rd May 2022
Read more about - Archived Content
