Workforce Engagement Management

Team,

Does anyone know when calculating AHT in Genesys CX cloud, is it calculating the greeting from the incoming IVR?  We are seeing the timer start on the interaction when the IVR starts to play the automated greeting and not when the agent actually speaks.  Is this the correct calculation for AHT?

Thanks

Babs K

Deployment Lead

Humana 

Hi Barbara,

I am still trying to find an answer for you.

Team,

Does anyone know when calculating AHT in Genesys CX cloud, is it calculating the greeting from the incoming IVR?  We are seeing the timer start on the interaction when the IVR starts to play the automated greeting and not when the agent actually speaks.  Is this the correct calculation for AHT?

Thanks

Babs K

Deployment Lead

Humana 

Team,

Does anyone know when calculating AHT in Genesys CX cloud, is it calculating the greeting from the incoming IVR?  We are seeing the timer start on the interaction when the IVR starts to play the automated greeting and not when the agent actually speaks.  Is this the correct calculation for AHT?

Thanks

Babs K

Deployment Lead

Humana 

Hi Barbara - 

Are you referring to the caller hearing a prompt while their call is still in the actual IVR/Architect flow?
Or is this a prompt when the agent connects to a call, like an agent greeting (or even whisper tone)?

Handle Time should only be incrementing after an Agent connect event.  The specific definition for GC AHT is:
(cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

For Inbound interactions, Dialing and Contacting time could be ignored.

I hope this helps!
Trent.

Team,

Does anyone know when calculating AHT in Genesys CX cloud, is it calculating the greeting from the incoming IVR?  We are seeing the timer start on the interaction when the IVR starts to play the automated greeting and not when the agent actually speaks.  Is this the correct calculation for AHT?

Thanks

Babs K

Deployment Lead

Humana 

Team,

Does anyone know when calculating AHT in Genesys CX cloud, is it calculating the greeting from the incoming IVR?  We are seeing the timer start on the interaction when the IVR starts to play the automated greeting and not when the agent actually speaks.  Is this the correct calculation for AHT?

Thanks

Babs K

Deployment Lead

Humana 

Hello Barbara, 

That is a great question! I apologize for the delay in getting you an answer; I wanted to double-check with the team before responding to your question. For forecasting purposes, IVR time should not be included in AHT calculations (this includes analytics).

Thanks.

Team,

Does anyone know when calculating AHT in Genesys CX cloud, is it calculating the greeting from the incoming IVR?  We are seeing the timer start on the interaction when the IVR starts to play the automated greeting and not when the agent actually speaks.  Is this the correct calculation for AHT?

Thanks

Babs K

Deployment Lead

Humana 

Thanks Dave for getting back to me.  That is my understanding on the calculation of AHT as well but when you pull the stats based on the one call we have looked at singling out the sample sizes in Queue Performance and in the transcript length it all is calculating the greeting when the IVR is doing a short introduction to the agent which tacks on about 5 more seconds.  We can always do the math and take it out but the selling point of Genesys is shorter AHT not longer so just want to make sure your AHT on Queue performance is correct and interactions is also.  If I have it wrong, please inform me.  I can send you some examples in question.  THanks for taking the time to answer me as we are bring 1000's of agents over on Humana

Babs

Hello Barbara, 

That is a great question! I apologize for the delay in getting you an answer; I wanted to double-check with the team before responding to your question. For forecasting purposes, IVR time should not be included in AHT calculations (this includes analytics).

Thanks.

Team,

Does anyone know when calculating AHT in Genesys CX cloud, is it calculating the greeting from the incoming IVR?  We are seeing the timer start on the interaction when the IVR starts to play the automated greeting and not when the agent actually speaks.  Is this the correct calculation for AHT?

Thanks

Babs K

Deployment Lead

Humana 

Hello, Barbara's statement "when the IVR is doing a short introduction to the agent which tacks on about 5 more seconds", it does sound like the Whisper Audio feature which happens after the call is assigned and connected to the agent.  The Resource Center on the Whisper feature: The system counts the duration for whisper audio as Handle Time. This makes sense from a forecasting perspective because the agent is not available to take another call while this greeting is playing. Link is here. Set Whisper Audio action - Genesys Cloud Resource Center (mypurecloud.com).

Thanks Dave for getting back to me.  That is my understanding on the calculation of AHT as well but when you pull the stats based on the one call we have looked at singling out the sample sizes in Queue Performance and in the transcript length it all is calculating the greeting when the IVR is doing a short introduction to the agent which tacks on about 5 more seconds.  We can always do the math and take it out but the selling point of Genesys is shorter AHT not longer so just want to make sure your AHT on Queue performance is correct and interactions is also.  If I have it wrong, please inform me.  I can send you some examples in question.  THanks for taking the time to answer me as we are bring 1000's of agents over on Humana

Babs

Hello Barbara, 

That is a great question! I apologize for the delay in getting you an answer; I wanted to double-check with the team before responding to your question. For forecasting purposes, IVR time should not be included in AHT calculations (this includes analytics).

Thanks.

Team,

Does anyone know when calculating AHT in Genesys CX cloud, is it calculating the greeting from the incoming IVR?  We are seeing the timer start on the interaction when the IVR starts to play the automated greeting and not when the agent actually speaks.  Is this the correct calculation for AHT?

Thanks

Babs K

Deployment Lead

Humana 

Thanks Dave for getting back to me.  That is my understanding on the calculation of AHT as well but when you pull the stats based on the one call we have looked at singling out the sample sizes in Queue Performance and in the transcript length it all is calculating the greeting when the IVR is doing a short introduction to the agent which tacks on about 5 more seconds.  We can always do the math and take it out but the selling point of Genesys is shorter AHT not longer so just want to make sure your AHT on Queue performance is correct and interactions is also.  If I have it wrong, please inform me.  I can send you some examples in question.  THanks for taking the time to answer me as we are bring 1000's of agents over on Humana

Babs

Hello Barbara, 

That is a great question! I apologize for the delay in getting you an answer; I wanted to double-check with the team before responding to your question. For forecasting purposes, IVR time should not be included in AHT calculations (this includes analytics).

Thanks.

Team,

Does anyone know when calculating AHT in Genesys CX cloud, is it calculating the greeting from the incoming IVR?  We are seeing the timer start on the interaction when the IVR starts to play the automated greeting and not when the agent actually speaks.  Is this the correct calculation for AHT?

Thanks

Babs K

Deployment Lead

Humana