Rewrite in better english: AHT was not met although 1 point decrease compared to last month, we were able to drop this metric beacause we have instructed agents to show more empathy regarding the issues spotted in the previous week, with the aim of influencing the conversations and avoiding prolonged interactions. On the analysis done this week we notice that the impact dropped but we were mostly impacted by the following ATIs: "I can't finish the ride" at 20,00%, "I received a parking fine" at 16,00% at "I have an unrecognised charge" at 12,00% and The scooter was too slow" at 4,00%. Action: We'll stick to the strategy of giving constructive feedbacks to agents and monitoring their performances.
The average handling time (AHT) did not meet the target, even though there was a 1-point decrease compared to last month. However, we were able to reduce this metric by instructing agents to display more empathy towards the issues identified in the previous week, with the goal of influencing conversations and avoiding prolonged interactions. Upon analyzing the impact this week, we found that it decreased, but we were mainly affected by the following issues: "I can't finish the ride" at 20.00%, "I received a parking fine" at 16.00%, "I have an unrecognized charge" at 12.00%, and "The scooter was too slow" at 4.00%. Our action plan involves continuing the strategy of providing constructive feedback to agents and monitoring their performances.