WFM - Stat inconsistencies?

Genesys Cloud WFM
1

Any WFM people present?

I have been given 2 screenshots (attached) showing 2 different AHT figures for the same day.

  • Daily AHT shows 4/06 as 498.57
  • Monthly AHT (giving day total) shows 04/06 as 494.88

I am guessing that the the 498.57 is an average of the AHT slots and the 494.88 is AHT based on full handle times.
Is this correct? If so, the business should be using 494.88 as the figure to report on as it is not an average of an average?

WFM is not a strong point of mine!

Any help would be appreciated as always :]

Mark

2

You may find average handling time is extrapolated/carried over between the minutes which are depicted on a report which breaks down to every 15-minutes but the same is not so for a day-on-day report within your Weeklies…

…I think

Tony