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%3CLINGO-SUB%20id%3D%22lingo-sub-557463%22%20slang%3D%22en-US%22%3EKPI%20%2F%20Metrics%20-%20Average%20Handle%20Time%20%2F%20Average%20Busy%20Time%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-557463%22%20slang%3D%22en-US%22%3E%3CP%3EWe%20are%20integrating%20our%20Social%20Media%20team%20into%20our%20Telco%20KPI's%20and%20would%20like%20to%20determine%20the%20optimal%20way%20to%20measure%20agent%20efficiency%20utilizing%20Average%20Handle%20Time%20and%20our%20In-focus%20and%20Out-of-focus%20metrics.%20Our%20goal%20is%20to%20determine%20agent%20efficiency%20not%20simply%20calculate%20Handle%20Time.%20Our%20Social%20Team%20primarily%20handles%20customer%20interactions%20originating%20from%20Facebook%20and%20Twitter.%20%26nbsp%3B%20%26nbsp%3B%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-559090%22%20slang%3D%22en-US%22%3ERe%3A%20KPI%20%2F%20Metrics%20-%20Average%20Handle%20Time%20%2F%20Average%20Busy%20Time%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-559090%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Fcommunity.khoros.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F91249%22%20target%3D%22_blank%22%3E%40iainjoyy1%3C%2FA%3E%26nbsp%3BWe've%26nbsp%3B%20been%20having%20a%20bit%20of%20debate%20around%20this%20and%20have%20three%20potential%20approaches.%20The%20context%20for%20us%20is%20a%3CSPAN%3Enalyzing%20the%20impact%20of%20Push%20Next%20on%20Advisor%20productivity.%20We're%20using%20Claim%20Next%20at%20the%20moment%20and%20trying%20to%20make%20the%20switch%2C%20so%20recently%20piloted%20this%20functionality%20with%20a%20portion%20of%20our%20workforce.%26nbsp%3B%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3COL%3E%3CLI%3E%3CSPAN%3ELogged-In%20Time%20-%20(In-Focus%20Active%20Time%20%2B%20In-Focus%20Idle%20Time%20%2B%20In-Focus%20Non-Agent%20Time)%3C%2FSPAN%3E%3C%2FLI%3E%3CLI%3E%3CSPAN%3E(In-Focus%20Active%20Time%20%2B%20In-Focus%20Idle%20Time)%20%2F%20Logged-In%20Time%3C%2FSPAN%3E%3C%2FLI%3E%3CLI%3E%3CSPAN%3EConversation%20Handle%20Time%20(CHT)%20%2F%20Logged-In%20Time%20(LT)%2C%20where%20CHT%20%3D%20Total%20of%20In-Focus%20Active%20Time%20(IA)%20%2B%20Out-of-Focus%20Active%20Time%20(OA)%3C%2FSPAN%3E%3C%2FLI%3E%3C%2FOL%3E%3CP%3E%3CSPAN%3ELet%20me%20know%20if%20you%20try%20any%20of%20these%2C%20which%20you%20prefer%2C%20and%20why.%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3EAlso%20fair%20warning%20that%20our%20own%20analysis%20is%20currently%20stalled%20as%20we've%20identified%20a%20potential%20bug%20that%20we%20believe%20is%20causing%20duplication%20of%20in-focus%2Fout-of-focus%20time.%20We%20think%20this%20might%20occur%20when%20an%20advisor%20has%20more%20than%20one%20Cares%20tab%20open.%20%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%3CSPAN%3EWould%20be%20helpful%20to%20know%20if%20you%20encounter%20the%20same.%20We%20were%20able%20to%20diagnose%20the%20issue%20when%20we%20noticed%20In-Focus%20Times%20%26gt%3B%20Logged-In%20Time.%3C%2FSPAN%3E%3C%2FP%3E%3C%2FLINGO-BODY%3E
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Occasional Contributor
Occasional Contributor

KPI / Metrics - Average Handle Time / Average Busy Time

We are integrating our Social Media team into our Telco KPI's and would like to determine the optimal way to measure agent efficiency utilizing Average Handle Time and our In-focus and Out-of-focus metrics. Our goal is to determine agent efficiency not simply calculate Handle Time. Our Social Team primarily handles customer interactions originating from Facebook and Twitter.     

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Re: KPI / Metrics - Average Handle Time / Average Busy Time

@iainjoyy1 We've  been having a bit of debate around this and have three potential approaches. The context for us is analyzing the impact of Push Next on Advisor productivity. We're using Claim Next at the moment and trying to make the switch, so recently piloted this functionality with a portion of our workforce. 

 

  1. Logged-In Time - (In-Focus Active Time + In-Focus Idle Time + In-Focus Non-Agent Time)
  2. (In-Focus Active Time + In-Focus Idle Time) / Logged-In Time
  3. Conversation Handle Time (CHT) / Logged-In Time (LT), where CHT = Total of In-Focus Active Time (IA) + Out-of-Focus Active Time (OA)

Let me know if you try any of these, which you prefer, and why.

Also fair warning that our own analysis is currently stalled as we've identified a potential bug that we believe is causing duplication of in-focus/out-of-focus time. We think this might occur when an advisor has more than one Cares tab open.

Would be helpful to know if you encounter the same. We were able to diagnose the issue when we noticed In-Focus Times > Logged-In Time.

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