We're having some internal discussions around the Enable Multiple Actions feature in Mailbox Details and how it impacts reporting – especially when it comes to Average Handling Time. From an operations perspective, this feature is very useful and allows agents to work efficiently. But from a reporting perspective, it causes issues we can't ignore.
Questions we want to understand:
- Is there a change coming to "fix" this behavior since it does not make sense (for us at least)
- How does this feature impact:
- Agent Handling Time
- Forecast
- Gamification
- Real-Time Management
- Is there anything else we're missing?
With Multiple Actions Enabled:
Scenario 1:
Agent A accepts an email and reply to customer, and disconnects.
Outcome: 1 answer, 2 handle
Issue: Handling time for agent is now divided by two
Scenario 2:
Agent A accepts an email, and reply to customer, then forwards the email to an external partner.
Outcome: 1 answer, 3 handle
Issue: Handling time for agent is now divided by three
With Multiple Actions Disabled:
Scenario 3:
Agent A accepts an email and reply to customer, and disconnects.
Outcome: 1 answer, 1 handle
Issue: No issue with reporting
But: When it's disabled, agents can't take further actions on that email.
Why do we not treat all channels the same and use the same segment e.g., interact > hold > interact > hold > interact > wrapup.
Would love to hear how others are dealing with this.
Do you have this feature on?
Have you found a clean way to handle the reporting side?
#Reporting/Analytics
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Tobias Zackrisson
Head of Technology Enablement
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