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formula of sla,aht
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Answer / rahul d
SL Formula
= Total Answered Calls Answered (within Threshold) /
Offered Calls – Total Abd Calls within 10 sec.
AHT
=TALK TIME+ACW TIME+HOLD TIME/TOTAL CALL HANDLED
| Is This Answer Correct ? | 53 Yes | 14 No |
Answer / naveen kumar sharma
SL Formula
= Total Answered Calls Answered (within Threshold) /
Offered Calls – Total Abd Calls within 10 sec.
AHT
=Total Talk Time / Total calls offered.
| Is This Answer Correct ? | 76 Yes | 46 No |
Answer / zameer
AHT= Total Talktime+Total hold time+Total wrap time
-----------------------------------
Total no of calls answered
| Is This Answer Correct ? | 31 Yes | 3 No |
Answer / sunny ak
SL Formula
= Total Calls Answered within Threshold /
Offered Calls
AHT =
=(Talk Time + ACW Time + HOLD Time) / Total Calls Handled
| Is This Answer Correct ? | 8 Yes | 1 No |
Answer / amit
AHT=TALK TIME+HOLD TIME+WRAP TIME/TOTAL CALLS TAKEN*100
| Is This Answer Correct ? | 15 Yes | 10 No |
Answer / sankalp
SLA call answerd with in thershhold/co-call abondend with
in thresh hold
talk time/call offerd
| Is This Answer Correct ? | 20 Yes | 30 No |
Answer / neeshu tyagi
aht=(sttafing tat-aux tat)-
(avail tat)/answer call
| Is This Answer Correct ? | 5 Yes | 16 No |
Answer / pallav agarwal
AHT == Total Staff TIME -Avail timme/ no. of calls
| Is This Answer Correct ? | 7 Yes | 21 No |
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