Tracking AHT for Email servicing.

[Tarun Trivedi]

Hi All,

I would like to know do we have any software that can be installed to capture the AHT for a email servising envirnoment.

The option I know of is Time Management calculations in excel. I'm looking at some thing that can capture the time the moment we retrieve the email on the system & the time the email is closed.

This should also have the option of pulling up the reports such as the occupance, AHT Tracker at agent level, a cross reference something like NICE where you can pull up the back dated calls. The only drawback with NICE is it does not capture all the calls. I would like all the emails to be captured for a BCP purpose to cross refer some time in future.