Wrap-Up and Average Call Handling Time

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?

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.


1 Like

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