To blend individual interactions with calls, emails, or messages into performance timelines, Dialpad WFM applies an Average Interaction Time (AIT) to each interaction.
This allows the system to more accurately measure the time agents spend on each interaction within a conversation, building into an Average Conversation Time (ACT); a more accurate way of measuring Average Handle Time (AHT), excluding time spent waiting for customer replies.
Let’s look at how Alternative Interaction Time works.
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.
This feature is not applicable to Voice or Phone Channel queues.
What is an interaction?
In Dialpad WFM, an interaction is when:
A comment is made on a ticket.
E.g., sending a reply or adding an internal note.
When the status of a ticket changes.
E.g. open, on-hold, closed.
Set an Alternative Interaction Time
For most queues, Average Conversation Time (ACT), i.e., the average time agents spend on the entire conversation, is the best metric for calculating coverage requirements and for measuring the time agents spend on each conversation in performance reporting.
However, for messaging channels such as email or web chat, it is often more appropriate to use an alternative Average Interaction Time when creating performance timelines. This adjustment captures the unique pacing of each channel, helping teams better assess productivity.
To use an alternative Average Interaction Time for a queue, head to Dialpad WFM.
Select Forecasts
Select Queues
Beside the desired queue, select Edit
Navigate to Performance
Check the box labeled “Add time spent per interaction”
Enter the applicable Average Interaction Time (AIT)
Select Save
How to find your AIT number
If you're already tracking performance, Dialpad WFM will provide this number for you in the Performance reports.
From Dialpad WFM:
- Select Reports
- Select Performance
- Select the Weekly view
- Select the agents and/or teams that work in the queue
- Filter by activity
- Note the AIT across the last 4 weeks
- Create an average of these numbers and enter that in the relevant queue
NOTE: If you've just joined Dialpad WFM or are creating a brand new queue, you'll need to enter an estimation until the system will provide you with the data you need. We recommend starting with 180s.
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