kike_zelenza | 2020-08-25 12:06:51 UTC | #1
How are these average times and percentages calculated?
Average response time (s) Average conversation time Average ACW time Average Hold Time % Retention
Thnks!!
anon11147534 | 2020-08-25 12:30:01 UTC | #2
Please see this page on metrics concepts to see examples on how averages are calculated.
kike_zelenza | 2020-08-25 12:31:41 UTC | #3
Could you give me a clearer example, we do not understand well how such averages are made.
Thank you very much.
anon11147534 | 2020-08-25 13:14:54 UTC | #4
Taking average hold time for example. If you have a conversation that was placed on hold 3 times and the individual hold times were:
Hold 1: 2 minutes Hold 2: 3 minutes Hold 3: 1 minutes
totalHolds = 3
tHeldComplete = 2 + 3 + 1 = 6 minutes
tHeld = tHeldComplete / totalHolds = 2 minutes
system | 2020-09-25 10:17:16 UTC | #6
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