Agent Call Time

An open discussion on issues related directly or primarily to the service or help desk.
Post Reply
User avatar
sTaD
Itiler
Itiler
Posts: 11
Joined: Tue Dec 04, 2007 7:00 pm

Tue Nov 03, 2009 11:30 am

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.


User avatar
Diarmid
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Tue Nov 03, 2009 11:39 am

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.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
User avatar
swal87
Itiler
Itiler
Posts: 21
Joined: Tue Sep 02, 2008 8:00 pm

Tue Nov 03, 2009 11:41 am

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
User avatar
sTaD
Itiler
Itiler
Posts: 11
Joined: Tue Dec 04, 2007 7:00 pm

Tue Nov 03, 2009 11:50 am

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.
User avatar
Diarmid
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Tue Nov 03, 2009 11:57 am

Try checking the arithmetic
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
User avatar
sTaD
Itiler
Itiler
Posts: 11
Joined: Tue Dec 04, 2007 7:00 pm

Tue Nov 03, 2009 11:58 am

meaning?
User avatar
Diarmid
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Tue Nov 03, 2009 12:22 pm

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?
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
User avatar
UKVIKING
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Tue Nov 03, 2009 1:10 pm

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
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Post Reply