ECTS AHT Survey
Name: 


A red asterisk (*) indicates required questions.

  1. What is the Average Handle Time Goal for your skill?*


  1. What are some actions you can take to decrease your Average Handle Time?*


  1. Are you familiar with the shortcuts that will be beneficial for AHT? Yes or No (Please comment)*


  1. To navigate through your systems, which do you prefer using?*
    Mouse
    Shortcuts


  1. Do you believe you process an excessive amount of HDFS cases or any needed form?*
    Yes
    No


  1. On average, how much time does it take for you to process a form/ HDFS case?*


  1. Do you spend a great deal of time trying to locate information in your given resources/ such as UPS.com, ETT, TPX, IRIS pages, etc? yes/ no If so, what type?*


  1. Are you familiar with how to save your most frequently used items on your desktop?*
    Yes
    No


  1. Are you efficient in using the HDFS solution?*
    Yes
    No


  1. Which types of calls do you believe causes your handle time to increase? Enumerate/*


  1. Which type of calls do you believe you need further clarification or additional assistance with? Enumerate.*


  1. Which type of calls do you believe you need further clarification or additional assistance with? Enumerate.*


  1. Which situations or call types, do you find most difficult to resolve? Enumerate.*


  1. What actions can you take to improve your AHT? Enumerate.*


  1. What can we do to help decrease your handle time? Enumerate.*