Avg. Handle Time (AHT) for Virtual Agent Group

Voice & Telephony
1

Hello Genesys Pro,

I am wondering if it is possible to report AHT and ATT for Virtual Agent Group.
Originally I posted question how to report AHT for Virtual Queue, Queue (see below).

Thanks

P.S. I have four groups of agents (TX, OH, NE, CO) and can report AHT for individual agent but need AHT for each group.

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Hello Genesys Pro,

Q. I can run Brio 6.2 report for Avg. Handle Time (AHT) for individual agent, but looking for simple method /formula how to report AHT for Agent group, Queue (Virtual Queue) with statserver 7. / Brio 6.2.
I hope some of you already done these custom reports.

A. You can mix the stats from a Agent Object from a Queue object.
Answered is a special statistic (retrospective) that travels from agents to Queue objects.

Handle time is so impossible to obtain from RP as it’s the Inbound, Outbound, ACW summary of times.

Regards

2

You should.
The statistics of a Group of Agents (Virtual or not) is made of the statistics of the agents that compose such Group.

So,
Handle Time = Inbound + Outbound + After Call Work

And

Average Handle = Time(Inbound + Outbound + AftercallWork) / Number(Inbound+Outbound)

I don’t see why you should not be able to obtain this statistics for a Virtual Agent Group which is composed only for a skill expression.

Apply the AgentGroup Template from CCPulse to your group and the mentioned statistic will be there.

Regards

1 Like
3

As cavagnaro said really, if you have the stats available for individual agents, all you need to do is add ‘Group of Agents’ to the agent template.
Failing that you could create the formula yourself via the template.

Mark

1 Like
4

I didn’t say to create it via formula, just explaining how the stat is built on statserver. But don’t see why not…only that it will not be stored on the DataMart for CCA.
Also the GroupView template that is out of the box includes this stat.

2 Likes
5

I know you didn’t, my comment about the formula was if you could not do what you mentioned, hence the ‘failing that…’ start ;]