Please update the Resource articles. That would help at least to give a consistent message. Yes, I know about the None selection in the planning groups. Again, we looked at 3 or so clients with just one queue, no skills and no other media and the differences were too much to disregard.
Sr. Director - Innovation Architects
Original Message:
Sent: 12-02-2024 16:01
From: Jay Langsford
Subject: Forecasting AHT and Queue Performance View AHT calculations
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.
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Jay Langsford
VP, R&D
Original Message:
Sent: 12-02-2024 15:01
From: Robert Wakefield-Carl
Subject: Forecasting AHT and Queue Performance View AHT calculations
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.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-02-2024 14:29
From: Jay Langsford
Subject: Forecasting AHT and Queue Performance View AHT calculations
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.
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Jay Langsford
VP, R&D
Original Message:
Sent: 12-02-2024 13:14
From: Robert Wakefield-Carl
Subject: Forecasting AHT and Queue Performance View AHT calculations
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.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-02-2024 08:49
From: Jay Langsford
Subject: Forecasting AHT and Queue Performance View AHT calculations
For WFM we utilize (tHandle.sum / tHandle.count) from analytics for AHT.
https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics
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Jay Langsford
VP, R&D
Original Message:
Sent: 12-01-2024 23:00
From: Robert Wakefield-Carl
Subject: Forecasting AHT and Queue Performance View AHT calculations
AHT in the Queue Performance View is made up of (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled while the AHT in the WFM is calculated from average talk time, average hold time, and average after call work time
You will see that with the Queue Performance, dialing and contacting time is included in the calculation and WFM is strictly looking agent activity time. Also, with the Performance View, it takes the total divided by the Handled. Not sure where abandoned calls comes into play in this.
This difference in variables can cause a 20-30% difference in the AHT between the two. What should be used for determining the real AHT for our contact center? Having two calculations is bad enough, but when the difference is greater than our shrinkage, it makes for some interesting discussions.
#Forecasting
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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