Average Handling Time

[RhysBillOfficial]

Hi All,

I am trying to create an excel file that calculates your running average handling time in a call centre function.

I'm not sure if the formula I am using is correct though.

Hoping for a piece of advice on this.

Kind Regards
@RhysBillOfficial

 

[alansidman]

To facilitate our response, suggest you upload a sample data representative of your actual data. 6-8 records and show a mocked up solution. Use the XL2BB function as we cannot manipulate data in a picture, so don't load a picture.

 

[RhysBillOfficial]

AHT.xlsx
	B	C	D
5	AHT Checker
6	Long Calls	Short Calls	Total Calls
7	1	3	4
8
9	Running AHT
10	151.00
11
12	Minutes	Seconds	Total Seconds
13	3	1	181
14	2	2	122
15	5	1	301
16			0
17			0
18			0
19			0
20			0
21			0
22			0
23			0
24			0
25			0
26			0
27			0
Sheet1

Cell Formulas
Range	Formula
B7	B7	=COUNTIF(D13:D86,">=240")
C7	C7	=COUNTIF(D13:D86,">=1")
D7	D7	=B7+C7
B10	B10	=((SUM($D$13:$D$257))/D7)
D13:D27	D13	=((B13*60)+C13)

 

[RhysBillOfficial]

Short calls should count if the total seconds is 1 second or less than or equal to 239 seconds

 

[AhoyNC]

Maybe this link will be of help.

How to Measure Average Handling Time (AHT)

Explaining not only the definition of Average Handling Time or AHT but also have to calculate it using a formula.

www.callcentrehelper.com