- 13 Dec 2024
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Setting Average Conversation Time (ACT) in Queues
- Updated on 13 Dec 2024
- 3 Minutes to read
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When setting up Average Conversation Time (ACT) for your queues, you establish the typical amount of active time an agent spends handling each contact, minus any idle time. This metric helps translate forecasted contact volumes into precise staffing requirements. Defining an accurate ACT per queue ensures your team is efficiently resourced to handle workload demands effectively.
Let’s dive into the details.
Who can use this
Dialpad WFM is available to all Dialpad users.
Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.
ACT is available for Aircall, Dialpad, Dixa, Intercom, Helpscout, Salesforce and Zendesk.
What is Average Conversation Time?
Average Conversation Time (ACT), is Dialpad WFM's version of Average Handle Time (AHT):
ACT measures the total amount of dedicated time an agent spent on the contact, removing waiting or idle time.
AHT (the industry standard) measures the time elapsed from open to close.
Dialpad WFM will produce an ACT metric as soon as your customer service or CRM platforms are connected and your teams are onboard and using schedules.
Choosing the right ACT number for your queue
Choosing an accurate ACT number based on your team’s actual work patterns is crucial for creating reliable staffing forecasts and optimized schedules.
How you determine and select this number depends on whether your team is newly setting up in Dialpad WFM or is already actively using it.
Choosing an ACT number for new teams
If you’re just getting your team set up on Dialpad WFM, you have a few options to determine your ACT number.
Use the AHT from your customer service or CRM platform
If your system provides this metric, it's the simplest and most accurate choice.
We recommend that you take an average for the last 30-120 days.
For voice: Manually calculate AHT using data in your customer service or CRM platform
If your system does not offer AHT, then you can do a simple calculation using the data available.
Take the total talk time and divide it by the total calls handled.
Use an estimated number as a temporary measure
If you do not have actual data to hand, then an estimation can suffice until the system starts providing you with your actual ACT. You can ask your team for an estimation of the time spent per contact or use some of our examples:
Simple queries, e.g. Tier 1: around 300s (5m)
Technical queries, e.g. Tier 2: around 600s (10m)
Specialist queries, e.g. Tier 3: around 1200s (20m)
Choosing an ACT number for live teams
If your team is already using Dialpad WFM, you can find and apply the ACT metric directly from the Performance page.
From Dialpad WFM:
Select Reports
Select Performance
Select the team(s) that work on this queue
Select the week view
In the breakdown table, select Activities
Select the desired activities
Note of the ACT across the last 4 - 12 weeks
Create an average of these numbers and enter that in the relevant queue.
Finding the AHT number in your customer service platform or CRM
If you're using Dialpad or another connected customer service platform, you can find the Average Handle Time (AHT) metric directly within their platform. This value can then be used to set the correct ACT number in Dialpad WFM.
Let’s look at how.
Finding AHT in Dialpad
If you’re using Dialpad, AHT is found in your Contact Center’s analytics.
From your Dialpad Admin Settings:
Select Analytics
Select the Contact Center
Filter for the Past 30 days
Select Duration
Note the Average Handle Time
Tip
You can also access your Contact Center’s analytics from within the Dialpad App.
From the Contact Center, select the Analytics icon.
Finding AHT in Dixa
In Dixa, the average handle time (AHT) is referred to as Assignment Time.
To find your Assignment time, head to your Dixa analytics.
Filter or find the relevant channel/queue that you're using in your Dialpad WFM queue
Navigate to the Assignment Time module
Note the Assignment Time for the entire conversation
Finding AHT in Intercom
To find your AHT in Intercom, head to the Reports section.
Select Effectiveness
Filter for the channel/queue you're using in your WFM queue
Find the Median time from first assignment to close module
Note this number
Apply the ACT number in a queue
Now that you’ve found the ACT/AHT number, its time to apply it to your Dialpad WFM queue.
To apply the ACT to a queue:
Select Forecasts
Select Queues
Select Edit beside the queue you want to add the ACT value
Navigate to Queue type
Select Real-time
Navigate to Agent productivity
Enter the ACT value
Select Save