👩🏽‍🤝‍👨🏻 👨🏽‍⚖️ 🔀 How does the duration of a shift and the number of simultaneously serviced projects affect the contact processing time? 👎🏻 ↪️ 🍓

If you've been wondering about agent productivity and managing Average Handling Time (AHT), then the material you are reading right now is for you.

Let's make a reservation right away that this article is not a full-fledged study and does not cover all the reasons that can affect the speed of call processing (for example, the author's favorite question about the Speech Transmission Index (STI), the index of distractions in the operator room, remained outside the scope). It captures dependencies, the knowledge of which will help you squeeze out a few more kilograms of efficiency when planning CC resources.

We have put forward 2 hypotheses regarding the average AHT time:

# 1. With a conditionally constant workload on operators, AHT should increase during the shift due to the accumulating fatigue of employees.
# 2. If operators connect several projects (lines with different themes), AHT will also grow due to the fact that switching between tasks requires additional effort, which means additional rest. Perhaps, in comparison with the situation when operators serve monoprojects, the conversations will drag on due to the conditionally imperceptible pauses and the lower speed of their work in the information system of the CC.

To test our hypotheses, we decided to conduct a natural experiment. The main difficulty was finding a contact center with relatively stable parameters:

Operator staff does not change
No marketing activities
Changes in the scripts of conversations and interfaces of the operator's workstation are not made
Load on the contact center (Workload) within the planned

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