Workforce Engagement Management

Hi, Robert! 

I guess the root cause of the issue is that Avg Hold Time and Avg ACW are calculated only for the interactions where it appeared. AHT should be measured EITHER as Total talk + Total Hold + Total ACW divided by Handled volume OR Avg Talk Time + Avg Hold Handled + Avg ACW Handled. These metrics are available in the queue performance views in workspace performance.

Hope this helps=)

For WFM we utilize (tHandle.sum / tHandle.count) from analytics for AHT.
https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

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

Here is the problem:

average handle time (AHT) - Genesys Cloud Resource Center

Shows  (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

Forecasting metrics - Genesys Cloud Resource Center

Shows:  Average Interaction Time + ACW

Now, if you take a Queue Performance and add up the top one then add up the bottom one, there is a 20% to 30% difference - usually higher for forecasting. 

For WFM we utilize (tHandle.sum / tHandle.count) from analytics for AHT.
https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

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

Analytics defines tHandle as "The complete time an agent spent on an interaction, includes time spent contacting, time spent dialing, talk time, hold time, and after call work."

How does that differ from what AHT shows in the resource center?

I am not dismissing a disparity in different views (which could have other reasons like one view not being able to exactly duplicate the 'filter' another view has), but I am not seeing much difference in what AHT in the resource center states and what analytics says about tHandle.

Here is the problem:

average handle time (AHT) - Genesys Cloud Resource Center

Shows  (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

Forecasting metrics - Genesys Cloud Resource Center

Shows:  Average Interaction Time + ACW

Now, if you take a Queue Performance and add up the top one then add up the bottom one, there is a 20% to 30% difference - usually higher for forecasting. 

For WFM we utilize (tHandle.sum / tHandle.count) from analytics for AHT.
https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

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

I am just going by the metrics shown in the Queue Performance View.  If you go strictly by the calculations in the Resource Center links, you get entirely different numbers.  The problem is that clients will look at the AHT in Forecasting and see a number 25% off from the number in the Queue View and question one or the other.  We are talking just Voice calls to one queue with no skills or other media.  

Analytics defines tHandle as "The complete time an agent spent on an interaction, includes time spent contacting, time spent dialing, talk time, hold time, and after call work."

How does that differ from what AHT shows in the resource center?

I am not dismissing a disparity in different views (which could have other reasons like one view not being able to exactly duplicate the 'filter' another view has), but I am not seeing much difference in what AHT in the resource center states and what analytics says about tHandle.

Here is the problem:

average handle time (AHT) - Genesys Cloud Resource Center

Shows  (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

Forecasting metrics - Genesys Cloud Resource Center

Shows:  Average Interaction Time + ACW

Now, if you take a Queue Performance and add up the top one then add up the bottom one, there is a 20% to 30% difference - usually higher for forecasting. 

For WFM we utilize (tHandle.sum / tHandle.count) from analytics for AHT.
https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

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

Forecasting (and intraday and elsewhere in WFM), for actuals, simply queries analytics as does the performance views. I think across the app AHT would be (tHandle.sum / tHandle.count) which makes sense just on a quick read as well as the descriptions of the metrics. If we are trying to explain a difference in numbers across views by comparing what is stated in resource center articles, I just don't think that will yield anything. I can update the forecasting metrics resource center, but again WFM simply uses (tHandle.sum / tHandle.count). And the description of tHandle seems the same as the description you posted from the other resource center article on AHT.

As far as disparities, there could be multiple reasons. Trent Vance had a post noting two that he had run across: https://community.genesys.com/discussion/intra-day-not-matching-queue-performance#bmdd0effc9-b24f-47d7-baf5-0188e84e34e9

In escalations I have seen about disparities they have generally all been an issue of one view not being able to exactly mimic the filter conditions and time ranges. To troubleshoot specific scenarios I would recommend opening up a ticket.

I am just going by the metrics shown in the Queue Performance View.  If you go strictly by the calculations in the Resource Center links, you get entirely different numbers.  The problem is that clients will look at the AHT in Forecasting and see a number 25% off from the number in the Queue View and question one or the other.  We are talking just Voice calls to one queue with no skills or other media.  

Analytics defines tHandle as "The complete time an agent spent on an interaction, includes time spent contacting, time spent dialing, talk time, hold time, and after call work."

How does that differ from what AHT shows in the resource center?

I am not dismissing a disparity in different views (which could have other reasons like one view not being able to exactly duplicate the 'filter' another view has), but I am not seeing much difference in what AHT in the resource center states and what analytics says about tHandle.

Here is the problem:

average handle time (AHT) - Genesys Cloud Resource Center

Shows  (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

Forecasting metrics - Genesys Cloud Resource Center

Shows:  Average Interaction Time + ACW

Now, if you take a Queue Performance and add up the top one then add up the bottom one, there is a 20% to 30% difference - usually higher for forecasting. 

For WFM we utilize (tHandle.sum / tHandle.count) from analytics for AHT.
https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

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