Hi - I am trying to get a calculation for weighted AHT using the below formula:
sum({Agent Answered Volume}*{Agent Handling Time (s)}/{Agent Answered Volume})
It is returning very large numbers which I know are incorrect. An example is I have the date range set to previous week and an advisors AHT is returning as 66,857. When I compare this to a separate AHT report we already have in place, the advisors AHT is 190 (which is what I expect to see).
Do you know if there is a different formula I should be using or if I need to be getting this information a completely different way?
Hi @LParkes !
Can you try to do:
sum({Agent Answered Volume} * {Agent Handling Time (s)}) / sum({Agent Answered Volume})
If it doesn’t work, can you provide some fictitious data for Agent Handling Time (s) and Agent Answered Volume with the QS Result and the expected one, please?
Hi - thank you for getting back to me.
I have tried the formula you provided however I’m still not getting the figure I would expect to see.
I am looking at a date range of previous week (7th July - 13th July). Below is a list of advisors with what their weighted AHT is (and should be - in bold) and the large figure I am getting on Insights:
Gail - 190 - 66,857
Abbie - 178 - 25,977
Maria - 217 - 44,683
In terms of the agent answered volume, I have noticed that this also doesn’t match what we have in our report. Using the same date range, on Insights, I have this returning as a count, but this is not matching up. Below are the same advisors with what their volume is (and should be - in bold) and the figure I am getting from Insights:
Gail - 215 - 129
Abbie - 136 - 43
Maria - 168 - 77
If you need any further information, please let me know.
Many thanks!
Hey @LParkes !
Can you provide a sample of the data? Not the results and expected results, but the raw fields used in the calculation.
I’m understanding you are doing an Insights visual, is that right?
I’m attaching here an image with some mock data for Agent Answered Volume and Agent Handling Time (s), with some visuals, please correct me if you’re thinking of something different.
Hi @LParkes
It’s been a while since we last heard from you. If you have any further questions, please let us know how we can assist you.
If we don’t hear back within the next 3 business days, we’ll proceed with close/archive this topic.
Thank you!
Hi @LParkes
Since we have not heard back from you, I’ll go ahead and close/archive this topic. However, if you have any additional questions, feel free to create a new topic in the community and link this discussion for relevant information.
Thank you!
