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KPI Dashboard

  • 1.  KPI Dashboard

    Posted 08-13-2019 08:48
    ​Hi, does anyone know why AHT (Average Handling Time) on the Analytics Dashboard is different to 'Average Case Duration' in work queues??  AHT is coming out much quicker than the average case duration so wondering if anyone had any ideas around this?

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    Kevin Mckenna
    Customer Service Team Manager
    BNP Paribas
    Europe/London
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  • 2.  RE: KPI Dashboard

    Posted 08-13-2019 15:42
    It includes completed as well as exception items (which sometime take less time), also it takes average of daily AHT i.e. average(avg day1, avg day2, avg day3...) so it might include non working days bringing down AHT.

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    Gopal Bhaire
    Analyst
    Accenture
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  • 3.  RE: KPI Dashboard

    Posted 08-13-2019 16:15

    This makes sense – thank you for your response!

     

    BNPP

    Kevin McKenna

    Customer Service Team Manager

    Chadwick House, Blenheim Court, Solihull, West Midlands, B91 2AA

    Tel: +44 (0) 121 712 5436

    Kevin.mckenna@bnpparibas-pf.co.uk

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