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ITIL :: View topic - Agent Call Time
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Agent Call Time

 
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sTaD
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Joined: Dec 05, 2007
Posts: 11

PostPosted: Wed Nov 04, 2009 2:30 am    Post subject: Agent Call Time Reply with quote

Hi,

I'm trying to work out an agents average after call time.
Is this their, After call time divide by the number of incoming and outgoing calls they've had??

Please help.

Thanks.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Nov 04, 2009 2:39 am    Post subject: Reply with quote

Say again please? I don't understand the question. The average is always the total divided by the number of occurrences, assuming you intend mean. But you seem to already understand that.
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swal87
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Joined: Sep 03, 2008
Posts: 21

PostPosted: Wed Nov 04, 2009 2:41 am    Post subject: Percentage aftercall against what? Reply with quote

I think you need to clarify your requirements a little further.

What are you trying to achieve?

Percentage after call against what?

% of after call vs. length of call
Average after call in hrs / mins for the day
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sTaD
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Joined: Dec 05, 2007
Posts: 11

PostPosted: Wed Nov 04, 2009 2:50 am    Post subject: Reply with quote

I'm trying to understand what an agents average after call is in a working day.

I will produce this graphically. I have the agents average call time, but require to understand how long on average they sit in after call.

For example and it's doesn't like right.......

Bob -
Spends 93mins on after call in a total working day.
Talks for 131mins of day.
Takes 47 Incoming calls and 1 outgoing call.

Sure i got it right but just looks odd...

So Bob's total average call is -
Talk time - 2.73
After call - 22.30

After call seems soooo high though.

Hope this helps...any other figures around available time and other aux codes needed then let me know and i'll provide figures.

thanks.
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Diarmid
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Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Nov 04, 2009 2:57 am    Post subject: Reply with quote

Try checking the arithmetic
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sTaD
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PostPosted: Wed Nov 04, 2009 2:58 am    Post subject: Reply with quote

meaning?
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Diarmid
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Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Nov 04, 2009 3:22 am    Post subject: Reply with quote

well if you divide 131 by 47 or 48 and get 2.73, how can you get a number nearly ten times larger when you divide 93 by the same number?
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3319
Location: London, UK

PostPosted: Wed Nov 04, 2009 4:10 am    Post subject: Reply with quote

So we are doing math as well

Gee....

how about physics or chemistry

sTaD

What time did Bob log into the system
What time did bob log off the system
Subtract or not count - time when not on service call - call out etc
There is the total time on the agent call

If he is on for 6 hour or 360 minutes and had 36 calls, then his average is 10 minutes per call

It is that simple

If your system has the capabilities, then you can get the max time on a call and the minimum time on a call.

If you took statistics or higher level maths (english version), you can figure out the mean, the average, the delta, tau, etc etc
please note the arithmetic mean and the average are not the same
thing
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