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2313 - Average Call Handling Time
Description:
talk time, and total handling time for the specified workgroup. Reports in table format
and one line graph.
Report Options
1. Select an agent, if you want only that agent's workgroups to appear in the
workgroup selection list.
2. Select workgroup(s).
3. Choose if you want the data reported by hour of day or by day of week.
4. Specify a time range for the report.
5. Narrow the report to specific days of the week and a span of time (optional).
6. Click Run Report to run the report.
7. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 46. This data on the Customer Service group is from the month of April from 9 a.m.
to 5 p.m. It is reported by hour of day.
Report Fields
[Report interval]—The report interval specified in the query: Day of Week or Hour
•
of Day
Total Answered Calls—Total inbound calls answered in the specified time interval.
•
Total Talk Time—Total talk time on those calls
•
Average Talk Time—Average talk time per call (Total Talk Time/Total Answered
•
Calls)
Total Handling Time—Total handling time (talk time + hold time + wrap-up time)
•
for all calls answered in the specified time interval
Avg Handling Time—Average handling time per call (Total Handling Time/Total
•
Answered Calls)
The data is also displayed in a line graph:
90
AltiReport Manual
Reports average call handling time, including total talk time, average
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