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  • 1.  Speech Analytics topic AHT

    Posted 08-02-2024 15:17
    No replies, thread closed.

    There does not appear to be a direct way to get AHT by Speech Analytics topics. 

    This is the current process to get it, it involves pulling 2 separate reports each month, one with Handle time data and one with Speech Analytics data, they are not on the same report, and then running VLOOKUP's for each dataset to get the AHT results, by conversation ID.

    We want to know how long each type of call takes to be handled, so that we can say for example refund calls take twice as much time to handle as a regular call.

    I have created the Idea DARSTA-I-260 on this subject please vote on it, if you agree that this is something that we need. 


    #SpeechandTextAnalytics

    ------------------------------
    Conor Twomey
    American Family Mutual Insurance Company, S.I.
    ------------------------------


  • 2.  RE: Speech Analytics topic AHT

    Posted 08-05-2024 07:57
    No replies, thread closed.

    Hi Conor.

    Which two reports are you running? 

    Thanks,

    Larissa



    ------------------------------
    Larissa Casebolt
    Macy's Systems and Technology, Inc.
    ------------------------------



  • 3.  RE: Speech Analytics topic AHT

    Posted 08-06-2024 08:53
    No replies, thread closed.

    Hi Larissa,

    The 2 reports I am using are: first the "Interactions" report with the added columns Conversation ID and Total Handle, and the second report is "Content Search" filtered by the Refund topic, and adding the column Conversation ID, so that I can compare the 2 reports and get the handle time for the calls that trigger the Refund topic.



    ------------------------------
    Conor Twomey
    American Family Mutual Insurance Company, S.I.
    ------------------------------

    Original Message


  • 4.  RE: Speech Analytics topic AHT

    Posted 08-08-2024 07:44
    No replies, thread closed.

    Hi Conor. 

    That is what I've been doing as well, but it just does not seem feasible to do for every single topic. We definitely need  some call metrics added to the Topic Summary. 

    FYI, quick tip for you, use Power Query in Excel to combine two reports, and you can automate the process. 

    Thanks,

    Larissa



    ------------------------------
    Larissa Casebolt
    Macy's Systems and Technology, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Speech Analytics topic AHT

    Posted 08-08-2024 10:56
    No replies, thread closed.

    We are adding additional items to Content Search including:

    • Handle Times
    • Interaction Length
    • Wrap up code
    • External Tag
    • Agent Talk
    • Customer Talk
    • Silence
    • Over Talk

    We are aiming this for October/November this year.



    ------------------------------
    Rakesh Tailor
    Vice President, Product Management
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


  • 6.  RE: Speech Analytics topic AHT

    Posted 08-08-2024 11:26
    No replies, thread closed.

    Hi Rakesh!

    That is great to hear. Would be also great to have total hold time as a filter as well. 

    What exactly is External tag? What are the use cases for that? 

    Thank you,

    Larissa



    ------------------------------
    Larissa Casebolt
    Macy's Systems and Technology, Inc.
    ------------------------------

    Original Message


  • 7.  RE: Speech Analytics topic AHT

    Posted 08-09-2024 08:10
    No replies, thread closed.

    External Tag is a searchable string that can be added to an interaction.  Often customers use it to store a link to an external system like a CRM.  More details here:

    https://help.mypurecloud.com/articles/set-external-tag-action/

    Thanks,



    ------------------------------
    Rakesh Tailor
    Vice President, Product Management
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


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