Talk Time

Author: CCa2z

Date: 31st October 2009

Talk time is the time spent talking to callers and represents one of the key work activity modes WAMs).

Talk time also represents both inbound and outbound talk time, although some ACDs can show each separately.

Talk time runs from the time the call is picked up to the call ending.  It is, along with after call wrap, a key ingredient to average handling time and also a key component of the 'Ready' behaviour.

Some ACDs can destinguish between talk time and hold time whilst others do not.  In the latter cases the talk time includes the hold time.

Hold times, therefore, increase call and average handling times.

Lengthy hold times can indicate training requirements

Ready

 

                     
    TALK     +     AVAILABLE  
                     

Not Ready

                     
    WRAP     +     BREAKS    
                     

 


Print this page

Share this
email this page to a friend print this page