Specifically for WFM 15 minute interval calculations, how is the AHT of a specific interaction attributed to an interval for historical data when that interaction stretches across the interval. Will the AHT be attributed to when the call was offered, answered, or completed (or some other point in time)?

This potentially impacts our forecast when we have small volumes of calls at the start or end of the day and want to be sure of how the calculation is managed and how this could impact AHT metric forecasts.

I found plenty of definitions of how AHT is calculated as a metric but not specifically to which interval is it attributed. 

#Genesys Cloud CX
#Workforce Engagement Management

------------------------------
Malcolm Thompson
Genesys - Employees
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AHT is credited in the interval in which the interaction completed. 

Crediting it in the interval in which the interaction was offered would have similar issues: 8:14am you get 10 calls and they all complete sometime between 8:20am and 8:30am. Completed interval selection was done after consideration and is common across other WFM solutions (even amongst Genesys ones).

The more granular your intervals the more likely it is you have interaction splits across intervals. "small volumes" probably will not appreciably increase staffing requirement.

------------------------------
Jay Langsford
VP, R&D
------------------------------

Original Message:
Sent: 08-25-2021 21:48
From: Malcolm Thompson
Subject: To which WFM Interval is AHT calls attributed for an interaction?

Specifically for WFM 15 minute interval calculations, how is the AHT of a specific interaction attributed to an interval for historical data when that interaction stretches across the interval. Will the AHT be attributed to when the call was offered, answered, or completed (or some other point in time)?

This potentially impacts our forecast when we have small volumes of calls at the start or end of the day and want to be sure of how the calculation is managed and how this could impact AHT metric forecasts.

I found plenty of definitions of how AHT is calculated as a metric but not specifically to which interval is it attributed.

#Genesys Cloud CX
#Workforce Engagement Management

------------------------------
Malcolm Thompson
Genesys - Employees
------------------------------

Thanks Jay. That makes sense and appreciate the quick response.

------------------------------
Malcolm Thompson
Genesys - Employees
------------------------------

Original Message:
Sent: 08-26-2021 07:44
From: Jay Langsford
Subject: To which WFM Interval is AHT calls attributed for an interaction?

AHT is credited in the interval in which the interaction completed.

Crediting it in the interval in which the interaction was offered would have similar issues: 8:14am you get 10 calls and they all complete sometime between 8:20am and 8:30am. Completed interval selection was done after consideration and is common across other WFM solutions (even amongst Genesys ones).

The more granular your intervals the more likely it is you have interaction splits across intervals. "small volumes" probably will not appreciably increase staffing requirement.

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 08-25-2021 21:48
From: Malcolm Thompson
Subject: To which WFM Interval is AHT calls attributed for an interaction?

Specifically for WFM 15 minute interval calculations, how is the AHT of a specific interaction attributed to an interval for historical data when that interaction stretches across the interval. Will the AHT be attributed to when the call was offered, answered, or completed (or some other point in time)?

This potentially impacts our forecast when we have small volumes of calls at the start or end of the day and want to be sure of how the calculation is managed and how this could impact AHT metric forecasts.

I found plenty of definitions of how AHT is calculated as a metric but not specifically to which interval is it attributed.

#Genesys Cloud CX
#Workforce Engagement Management

------------------------------
Malcolm Thompson
Genesys - Employees
------------------------------