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Hello everybody,
im very curious how you do face the challenge of getting reliable data of the AHT for a case.
In our definition and in a call center enviroment, AHT tells us how long a agent needs from initial case creation (can happen automatically via contact forms or email, or manually by incoming phone call) until resolve of the case. This is a very important KPI, but there dont seem to be any nice solutions out there.
I could think about on recording the draft / create & close date on the several activities (e.G. mail) they do, but that wouldnt really precise. Agents spent some time on the case form itself just to document necessary data, like products, related orders etc. Moreover, they research in the CRM knowledge base (and in parts also in external applications)
The only approach which could be precise in my opinion is a timer which runs automatically when the form is actually "opened" / "displayed" by the user. Alternatively I could set some manual slider / button which needs to be set before you can actually work on the case, but that action itself would lead to less good usability and increase the AHT itself.
Long story short: Does anyone has any great solution, or is it somehow impossible to track the AHT for "email" based cases (phone could be easy...) reliable?
Thanks!
Hi Smoothy,
As we resolve cases the billable time and total time on the case is defaulted to a sum of the duration of the completed activities associated with the case.
The way activities and cases work in CRM is that when you resolve a case, it will take a total of the "Actual Duration" fields in the related activities and that will the value you see in the total and billable time fields. When resolving a case, it will create a special activity called "case resolution" that will have this value.
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