Brent Manser

Total activity

20
Last activity

October 13, 2020 10:51
Member since

February 17, 2020 11:22
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10
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Activity overview

Latest activity by Brent Manser

Brent Manser commented, March 03, 2020 08:48
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
- Created March 03, 2020 08:48
- 0 votes
Brent Manser commented, February 19, 2020 09:21
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
- Created February 19, 2020 09:21
- 0 votes
Brent Manser commented, February 17, 2020 13:30
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
- Created February 17, 2020 13:30
- 1 vote
Brent Manser commented, February 17, 2020 13:24
How do you calculate average handle time?
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- Brent Manser
- Created February 17, 2020 13:24
- 0 votes
Brent Manser commented, February 17, 2020 11:22
Can anyone please advise on how to calculate AHT for calls? Ideally I'd like talk, hold and wrap separately
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- Brent Manser
- Created February 17, 2020 11:22
- 0 votes

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