
Brent Manser
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Last activity
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Activity overview
Latest activity by Brent Manser-
Brent Manser commented,
Hi Brett I've look at at that article extensively but cannot be 100% sure what I need to determine AHT and concurrency? Relatively close isn't going to be good enough, this is for budgeting and st...
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Brent Manser commented,
Hi Rob Thanks for your response. In the Zendesk explore documentation it states that call duration is "The average total call duration for an end-user" It also states "End user: Begins after Talk...
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Brent Manser commented,
Rather than estimating chat AHT and concurrency I would rather determine actually AHT and concurrency from historical data to use moving forward as a planning assumption, with continued monitoring/...
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Brent Manser commented,
How do you calculate average handle time?
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Brent Manser commented,
Can anyone please advise on how to calculate AHT for calls? Ideally I'd like talk, hold and wrap separately