Setting Average Conversation Time (ACT) in Queues
    • 13 Dec 2024
    • 3 Minutes to read
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    Setting Average Conversation Time (ACT) in Queues

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    Article summary

    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:

    1. Select Reports

    2. Select Performance

    3. Select the team(s) that work on this queue

    4. Select the week view

    5. In the breakdown table, select Activities

    6. Select the desired activities

    7. Note of the ACT across the last 4 - 12 weeks

    8. 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:

    1. Select Analytics

    2. Select the Contact Center

    3. Filter for the Past 30 days

    4. Select Duration

    5. 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.

    1. Filter or find the relevant channel/queue that you're using in your Dialpad WFM queue

    2. Navigate to the Assignment Time module

    3. Note the Assignment Time for the entire conversation

    Finding AHT in Intercom

    To find your AHT in Intercom, head to the Reports section.

    1. Select Effectiveness

    2. Filter for the channel/queue you're using in your WFM queue

    3. Find the Median time from first assignment to close module

    4. 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:

    1. Select Forecasts

    2. Select Queues

    3. Select Edit beside the queue you want to add the ACT value

    4. Navigate to Queue type

    5. Select Real-time

    6. Navigate to Agent productivity

    7. Enter the ACT value

    8. Select Save


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