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  • 1.  Average Hold Time - appears to be the accumulative total rather than the average across total interactions??

    Posted 08-29-2017 05:52
    No replies, thread closed.

    Anyone else finding it frustrating that this data has no use? It doesn't show the average per interaction of time spent on hold more the total for the day?

     

    Help!



  • 2.  RE: Average Hold Time - appears to be the accumulative total rather than the average across total interactions??

    Posted 08-29-2017 19:20
    No replies, thread closed.

    Hi Yvonne - Can you provide some additional detail on what view you're looking at Average Hold Time?



  • 3.  RE: Average Hold Time - appears to be the accumulative total rather than the average across total interactions??

    Posted 08-30-2017 04:12
    No replies, thread closed.

    The view we look at is Agent daily and interval stats.

     

    The average hold time seems to be total hold time divided by amount of times a customer was put on hold.

    But then that is added in the AHT as total hold time divided by ALL calls.

    I can’t seem to work out the purpose of both of these stats because there’s not enough correlation.

     

    If we know the average hold time it’d be nice to know how many times they used the function but just the average across all calls.



  • 4.  RE: Average Hold Time - appears to be the accumulative total rather than the average across total interactions??

    Posted 08-31-2017 14:23
    No replies, thread closed.

    Hi Yvonne,

     

    I'm wondering if the confusion has been caused by an incorrect definition in the documentation. It used to say "Avg hold = Total hold time / Working Interactions." That is not correct. The actual calculation is "Avg hold = Total hold time / # of interactions that included holds." In other words, only interactions that included holds are part of the calculation.

    I've fixed it, and I apologize if that's what caused the confusion. Here is an example to further clarify the actual calculation:

     

    In this example, Bob handled 5 interactions so far today:

    -Interaction 1 had one 10 second hold.

    -Interaction 2 had no holds.

    -Interaction 3 had two approximately 11 second holds.

    -Interaction 4 had no holds.

    -Interaction 5 had no holds.

     

    Bob's total hold time is approximately 30 seconds, and he had 2 different interactions that included holds, so his average hold time is about 16 seconds. (32 seconds/ 2 interactions that included holds.)

     



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