Workforce Engagement Management

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  • 1.  Average Handle Time

    Posted 03-12-2025 10:18

    Looking for way to up update AHT requirements based on one number to streamline headcount requirements. 


    #Workforce Management

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    David Harring
    Senior Workforce Management Analyst I
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  • 2.  RE: Average Handle Time

    Posted 03-12-2025 13:35

    Are you looking to include talk time, hold time, and after-call work, also outbound calls are also included in the dialing and contacting time.



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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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    Original Message


  • 3.  RE: Average Handle Time

    Posted 03-12-2025 13:54
    Hi, 

    Just hold and talk time per interaction. 

    Thanks, 



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    David Harring 
    Sr. Workforce Analyst 1





    Original Message


  • 4.  RE: Average Handle Time

    Posted 03-12-2025 14:29

    looks like you'll have some back office confirming in order to separate those metrics and only include talk and hold for one number. 



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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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    Original Message


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