Modifying Average Handle Time

You can modify the Average Handle Time value for an interval, a day, or several days simultaneously. When you select a modification to apply to a value, either the Historic or Current value, it is applied as the new Current value. You cannot change the Daily Average Handle Time, but you can use it to modify the Average Handle Time of other intervals.

The following procedures outline how to
  • Modify the Average Handle Time parameter on the forecast grid
  • Modify an interval’s Average Handle Time parameter
  • Modify the Average Handle Time parameter using the Historic Daily Average Handle Time parameter

The following procedures take place in an active Forecasting tool window.

To modify the Average Handle Time parameter on the forecast grid
  1. Click Modify... > Average Handle Time.

    Alternatively, select an interval row, click the cell for Current Average Handle Time, and click the … button.

    See the following figure.

  2. Under Specify the Average Handle Time value(s), specify how you want to modify Average Handle Time:
    • Increase or decrease Average Handle Time by a specific number of seconds
    • Increase or decrease Average Handle Time by a specific percentage
    • Set the Average Handle Time to a specific number of seconds
  3. Under Apply the changes to the following data source, specify if you want to have the modification applied to the original value or the current grid value.
  4. Under Apply to days, select the days for which you want to modify Average Handle Time.
  5. Under Apply to media type, select the media types for which you want to modify Average Handle Time.
  6. Click Apply.
To modify an interval’s Average Handle Time parameter
  • Select an interval row, click the cell for Current Average Handle Time.
  • Set the Average Handle Time parameter for the interval.
To modify the Average Handle Time parameter using the Historic Daily Average Handle Time parameter
  1. Click the … button after Historic Daily Average Handle Time.
  2. Under Specify the Average Handle Time value(s), specify how you want to modify the Historic Daily Average Handle Time:
    • Increase or decrease Average Handle Time by a specific number of seconds
    • Increase or decrease Average Handle Time by a specific percentage
    • Set the Average Handle Time to a specific number of seconds
  3. Under Apply to days, select the interval(s) for which you want to apply the modified Historic Daily Average Handle Time.
  4. Click Apply.
Figure 1. Average Handle Time window


Parent topic: Modifying historical data
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