looks like you'll have some back office confirming in order to separate those metrics and only include talk and hold for one number.
------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
------------------------------
Original Message:
Sent: 03-12-2025 13:54
From: David Harring
Subject: Average Handle Time
Hi,
Just hold and talk time per interaction.
Thanks,
-- For assistance with processes and communication related to WFM, please visit the Seismic Home Page and use the search engine. David Harring
Original Message:
Sent: 3/12/2025 1:35:00 PM
From: Robert Gacula
Subject: RE: Average Handle Time
Are you looking to include talk time, hold time, and after-call work, also outbound calls are also included in the dialing and contacting time.
------------------------------
Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
Original Message:
Sent: 03-12-2025 10:18
From: David Harring
Subject: Average Handle Time
Looking for way to up update AHT requirements based on one number to streamline headcount requirements.
#WorkforceManagement
------------------------------
David Harring
Senior Workforce Management Analyst I
------------------------------