Wrap-Up and Average Call Handling Time

Liberty Converse and Connect Advice
1

Hi all

Im trying to find out if ‘overdue wrap-up’ is still considered as wrap-up in the reporting?

We use AHT as a metric to manage performance, so we need to ensure that all wrap-up time (legitimate and overdue) is included in the calculation that the reports do, to generate the average call handling time.

Anyone considered this before me?

2

Hi there.

If you use the Mandatory Activity Code option, this will ensure all wrap-up time is included within your AHT as this will include all the time the Agent has been in a Wrap-up state (within the time set and any overdue)

Hope this answers your question.

Kind Regards.

Jonathan

1 Like
3

Thanks so much, thats what I assumed - but appreciate the clarification