ATL typically refers to the average amount of time late for deferred transactions that have not had a meaningful response within the targeted cycle time.
The ATL measures the delay or waiting period beyond the target response time. ATL is an important metric for contact centers to monitor, reflecting their ability to meet customer expectations regarding processing times. By tracking and analyzing this metric, contact centers can identify areas for improvement, optimize staffing levels, and implement strategies to reduce the average late time, ensuring better customer service and satisfaction.
How to Calculate ATL
- Cycle Time: Let’s say the contact center has set a target of processing transactions within 24 hours.
- Backlog: The contact center tracks the number of transactions that have exceeded the cycle time and how long these transactions have been overdue.
- Calculation: The contact center considers the transactions processed after the cycle time to determine the ATL. It calculates the delay for each transaction by subtracting the cycle time (24 hours) from the actual time it took to process the transaction. The average of these delays across all transactions beyond the cycle time gives the average late time. For instance, if an email was answered after 30 hours (a delay of 6 hours), and another call was answered after 25 hours (a delay of 1 hour), the average late time would be the average of these delays, which in this case would be 3.5 hours.
Ready to work together?
Whether you want to learn more about our offerings or have specific questions about our capabilities, we want to hear from you!