48,799/2,477 = 19.7008478 seconds = 20 seconds = 0:20

Kevin

Solved

Posted on 2007-08-02

I'm trying to figure out how average talk time was calculated. I have several fields but I think these are the ones used to derive the value but for some reason I can't seem to tie to the final average talk times. Does anyone know how this is calculated in a call center environment?

These are totals:

Avg Talk Time = 0:40

Sign In Sec Talk Sec Update Sec Idle Sec Sys Hrs Calls

86,844 48,799 16,784 18,573 115 2,477

I tried Talk Sec/(Sign In + Update + Idle) and that gave me 0:40 but the formula did not give me the correct answer for the employee below.

Avg Talk Time = 0:41

Sign In Sec Talk Sec Update Sec Idle Sec Sys Hrs Calls

77,232 31,578 11,940 14,422 78.02 1,550

Talk Sec/(Sign In + Update + Idle) does not give me 0:41 in this case but Talk Sec/Sign In Sec does. (Again, it wouldn't give me the right answer in the example above though).

Someone else told me it should be the sum of Sys Hrs turned into seconds and this should be divided by calls. Then the Talk Sec is divided by the sum of Talk, Update, and Idle Sec. Then this percentage is multiplied by the previous Sys Hrs (in seconds)/Calls to get the average talk time, but this doesn't work either.

These are totals:

Avg Talk Time = 0:40

Sign In Sec Talk Sec Update Sec Idle Sec Sys Hrs Calls

86,844 48,799 16,784 18,573 115 2,477

I tried Talk Sec/(Sign In + Update + Idle) and that gave me 0:40 but the formula did not give me the correct answer for the employee below.

Avg Talk Time = 0:41

Sign In Sec Talk Sec Update Sec Idle Sec Sys Hrs Calls

77,232 31,578 11,940 14,422 78.02 1,550

Talk Sec/(Sign In + Update + Idle) does not give me 0:41 in this case but Talk Sec/Sign In Sec does. (Again, it wouldn't give me the right answer in the example above though).

Someone else told me it should be the sum of Sys Hrs turned into seconds and this should be divided by calls. Then the Talk Sec is divided by the sum of Talk, Update, and Idle Sec. Then this percentage is multiplied by the previous Sys Hrs (in seconds)/Calls to get the average talk time, but this doesn't work either.

10 Comments

48,799/2,477 = 19.7008478 seconds = 20 seconds = 0:20

Kevin

Is there a figure for calls connected? or a % calls connected? I would assume that on average about 1/2 the calls attempted would not connect, but that would be a wild assumption to build into an average when you are tracking all sorts of other data.

Seconds/Calls

So doing things like:

Talk Sec/(Sign In + Update + Idle)

Give you ratios (the seconds are factored out), not seconds. I.e., seconds/seconds does not equal seconds, it equals a percent.

So the real question is "what is average talk time?"

Kevin

If "average talk time" means the average talk time during 1 call, then this is indeed the formula to be used ... unless there's some missing information.

Where do these numbers come from ? Is there someone you can ask about how the average talk time was obtained ? What does average talk time mean to you ? Is there some information that you didn't provide ?

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