Hi
Just curious how other people get around this scenario, agent has taken an inbound call, call ends and they go in to wrap in the process of doing the associated after call work they need to make an outbound call that is in relation to the inbound call. Problem is you then have 2 separate wrap times and it does not give you a total AHT ? Unless I’m missing something!
Thanks
Hi Vanessa,
In the scenario you’ve described, if an agent initiates a new outbound call while still in the wrap phase of the original inbound interaction, Converse treats that outbound call as a completely separate interaction. From a reporting perspective, the two calls are not linked, so you’ll see two independent sets of metrics, including separate wrap times. Because of this, there isn’t a native way within Converse reporting to combine those into a single total AHT.
So you’re not missing anything – that’s expected behaviour.
If having a consolidated view of the full handling time is important, one option is to use a CRM or case management system alongside Converse. For example, solutions like Liberty Create’s Citizen Hub allow both the inbound and outbound interactions to be associated with the same case or workflow. In that scenario, you can then report on total effort (including talk time and wrap) across all related interactions, effectively giving you a “true” end-to-end AHT for that piece of work.
Hope that helps clarify things, but shout if you’d like to explore options in more detail.
Regards
Jonathan Gunner