Question
How is the Average Busy Time calculated in Analytics for Contact Center Agent Interaction Reports?
Applies To
- Analytics for Contact Center
- Agent Interaction Reports
Answer
To best explain how the average busy time is calculated, refer to the example below of an agents timeline covering five calls received between 9:00 a.m. and 10:15 a.m.
In this example we have markings for the 15 minute increments to match the granularity setting for the saved report. Of course if you are using 30 minute or one hour increments, the same formula (with the preferred granularity) would be applied.
In this example we have markings for the 15 minute increments to match the granularity setting for the saved report. Of course if you are using 30 minute or one hour increments, the same formula (with the preferred granularity) would be applied.
In the above you can see five calls received and worked by the agent. Three of the calls crossed over from one 15 minute time threshold to the next. The Agent Interactions Reports will show the Average Busy time as shown in the chart below.
The first call is counted as 1 call between 9:00-9:15 and also as 1 call between 9:15-9:30. For the first 15 minute period the average is calculated using the minutes within that period (4 minutes / 1 call = 4 minutes) while in the next 15 minute period the average is calculated on the length of the entire call (14 minutes / 1 call = 14 minutes).
The next 3 calls range across the 9:45-10:00 period. The calculation is the total time of the first call + the entire next call + the beginning of the next call. The resulting calculation is (9 minutes + 3 minute s+ 3 minutes / 3 calls = 5 minutes).
The final period 10:00 - 10:15 is similar to the above with the entire call time of the first call counted (8 minutes + 4 minutes / 2 calls = 6 minutes).
The Agent subtotal for the day in the report is calculated using the total of all the busy times for each call, divided by the total number of calls. In this case the calculation would be (840 seconds + 540 seconds + 180 seconds + 480 seconds + 240 seconds) / 5 calls = 456 seconds = 7:36 average busy time.
From the calculations shown you can see how the math would allow for a call to cause an Average Busy Time 15 minute period to show a value greater than 15 minutes. If this occurs we recommend running the report again and changing the granularity to 30 minutes or one hour.
Additional Information
For more information, see Reading and Interpreting Reports in Analytics for 8x8 Contact Center.