Average Handling Time Report (AHT)

Overview

The Average Handle Time Report (AHT Report) gives you a monthly view of AHT by case Category and Type. This allows you to see where processes are improving, or where they are taking more effort, so you can make more informed decisions.

You can drill down to see how much time has been spent on each task for each type of case and how many items have been logged. This gives you greater insight into processes within a case that you might want to target for continuous improvement activities.

Running the Average Handling Time Report

View by

The Average Handling Time can be calculated based on cases that were closed during the period being reviewed or by cases that were touched but not necessarily closed during the period being reviewed.

Click on the drop-down menu to select either Closed or Touched cases.

Touched cases are classed as those that were worked on during the period being reviewed regardless of whether they were closed or not and their current status.

Closed cases are classed as those that were worked on and closed during the period being reviewed.

Workgroup

Select the workgroup that you would like to view the report for from the drop-down menu.

Start and End Date

The AHT report displays data by month. Select the first and last months of data you would like to report on by clicking on the calendar icon or by typing the abbreviated month name directly into the cell.

View Report

Once you have set you parameters click here to view your report.

Average Handling Time Report Display Options

Search

You can refine the list of team members or tasks displayed by typing the full or partial name into the search field.

Please note that to search by core task you must expand the team member data first. To search by team member the core task data needs to be expanded first

Time Intervals

You can view your data in hours or minutes by selecting the required unit here.

Export

Clicking this icon will allow you to export your report to Excel. Please note the report will export as it is displayed on the screen so if lower-level data is required expand the report before exporting.

Resize

Click and hold on the slider to resize columns.

Average Handling Time Report Content

At the highest level of the report the AHT for each Case Category is displayed.

Monthly AHT

For each month included in the report an average handling time will be calculated.

This is based on the total effort logged to cases of each category divided by the total number of cases of each category that were closed or touched during that month based on the View by option selected above.

Total Effort

The Total Effort details the total time captured against each case category in all the months included in the report.

Total Volumes

The Total Volumes details the total number of cases of each category that were closed or touched but not necessarily closed during all months included in the report based on the View by option selected above.

AHT

The AHT is the calculated average handling time for each case category.

Clicking on the icon next to a Case Category allows you to expand the data to view the AHT by the Case Types linked to that Category.

You can then further expand the data to view AHT for each Stage in a case by clicking the icon. for each task by clicking the icon or by team member by clicking the icon.