The Active Conversation Handle (ACHT) Time by Topic report can help you understand which Topics are taking the most time to be handled by your Agents.
Metrics and Key Concepts #
The Active Conversation Handle Time by Topic report uses the following metrics and concepts to quantify the reported data.
Date | Description |
Average Active Conversation Handle Time | Conversation Handle Time divided by Conversation Closed group by Topic |
Closed Conversations | Conversations Closed |
Date | The timestamp of when the Conversation was last closed |
Conversations | See Conversations definition |
Topics | See Topics definition |
Understand the basics #
When to use the Active Conversation Handle (ACHT) Time by Topic report #
Use the Active Conversation Handle (ACHT) Time by Topic report if you have questions around:
- How long is it taking an Agent to handle a Conversation on each Topic?
- How is Active Conversation Handle Time changing over time on each Topic?
- Does ACHT increase or decrease with the number of Conversations that are closed on each Topic?
How often to view the report #
Review this report weekly to gain valuable and actionable insights.
Note
Keep the following points in mind regarding Active Conversation Handle Time:
- ACHT is attributed to when the Conversation closes.
- ACHT is attributed to the Agent who closed the Conversation.
- Inbox attribution is the Inbox to which the Conversation/Customer is currently assigned.
- Channel filters apply to the Channel of the Conversation’s first inbound Contact. For example, a Conversation that starts on an email but moves to chat, it’s still considered an email Conversation.
- Conversations assigned to a user who was logged out when a Rule or another user (someone not assigned to that Conversation) closed the Conversation are not included in the counts for this report.
Take action #
Once you understand the report, you can take action and make improvements.
Active Conversation Handle Time by Topic is Increasing #
If there is a particular Topic with increased ACHT or a Topic that is trending upwards, check to see how you can optimize Conversations related to this Topic.
- Is there a new product or product update which is increasing inquiries related to a Topic? Look into improving your self-service and Customer education flow to decrease questions about a product.
- Is a particular Topic appearing more often that is increasing your ACHT? For example, if you see an increase in product returns, which is linked to a specific Topic, investigate to see if there are similarities to the return reasons. It could indicate a product issue.
- Do you have the right FAQs and Answers that your Customers quickly see before contacting you? Make sure you are surfacing the correct information to your Customers using a Help Center or Glad App.
Active Conversation Handle Time by Topic is Decreasing/Low #
- It’s generally a good thing if ACHT is low. If it’s low for a particular Topic, try to find out why that is. Perhaps this is a Topic well supported by self-service Answers. Maybe Agents are well-trained on this Topic, or that this is just a simple Topic to address. Whatever the case, look for reasons why and see how you can replicate your strengths to other Topics.
- If a Topic is generally low, think about adding the Topic as a section in your Help Center. You can convert Conversations related to that Topic to be completely self-service in the future.
Good to know #
- This report can also be generated via API. See our Developer Docs for more details.
- CSV download of this report is limited to 100k rows.
- Listed below are related reports we recommend you use alongside this report:
- Active Conversation Handle Time by Channel
- Active Conversation Handle Time by Agent
- Active Conversation Handle Time
- Active Conversation Handle Time by Agent by Channel
- Topics