How to get low AHT - KANA Response

Kana Response email management system is one of the many email systems in the market, used by major organisations and specially call centers. This system is used to manage those ID's which attract mails on a very high volume.

All that will follow now is specific to agents who actually use Kana Response 6.0 and above. This method is useful only if you are using the Kana Response Client and not the web version. The reason I am mention ver 6.0 and above is because this has been tested and used in this version. It may be true for lower versions as well as the trick that I used to fool the system was not actually a bug but a feature of the software. Its just that I used it to my advantage for a long time before I was caught and sacked. This feature that I will be writing about is common for other email management systems and is present for sure in Talisma. However I have not been able to test it in this system.

What's the trick?

I will teach you how to reduce your AHT (Average Handling Time) which is a key parameter for earning high or full incentives. That too without any other component being clubed to it such as email volumes. Normal comon sense says that the AHT can be cut down increasing the number of emails sent. To understand AHT better here is a formula for it.

AHT = Total logged in time / emails sent in that period.

Therefore, to get an AHT of 2.5 minutes in a shift of eight hours you need to send atleast 200 emails. Not just that but you even need to take care of quality as well as ensuring all the facts are correct. At times you even need to do a bit of last minute research. This can be too monotounous and stressful on a daily basis.

How about getting an AHT of 2.5 or even lesser and also not pressing or burdening your self for volumes.

How would you get a low AHT?

Once you are logged in you will see 5 windows or panes open once you are successfully logged in.

1. Now open two notepad's
2. Click in the lower left pane which shows the question.
3. Do a Ctrl + A to select the query along with the entire message history.
4. Copy this whole thread by doing a Ctrl + C.
5. Minimise this application window.
6. Copy the contents to one of the notepads that is open.
7. Write the reply to the query in the other notepad at your own pace and convenience.
8. Once ready with your reply copy that answer to the clipboard by doing a Ctrl A & Ctrl C.
9. Maximise the Kana Response Client by clicking on it in the status bar.
10. Paste your reply in the lower right pane and click send.

Now you will wonder how is this going to help you reduce your AHT when you are actually doing extra work and that too at your own pace.

Here's the Secret.

When you minimise the Kana Response Client application, you stop the inbuilt watch. This is an inbuilt feature designed so that agents can go on breaks without logging off from the system thereby avoiding the mails in the agents mailbox from being released back into the main mail pool.

So even if you answer just 20 emails in the whole shift the system watch will be functional only during the time you were busy copying the question from the query window and while you were pasting the answer to the send window. This could be a maximum of 30 seconds per email. And too will be divided by 20 so you can imagine your AHT fellas.

How was I caught.

I became too over confident and tried to swap between the window's and the notepads even faster. In the bargain my AHT for two consecutive months was 0.9 seconds which raised suspicision. I hope you know what to do in such cases. Keep your client open for some time so that your AHT is not too low either.

Will let you know about one more trick that prevents you from logging into the system. Be connected and you will know that secret as well soon.