Average handle times after removing outage calls

About this exercise

Your handle time target is 12 minutes or less. Calls over 120 minutes were from Tuesday's system outage and don't count. Write exactly 3 numbered lines, one per agent, each as Agent: (counted calls added) ÷ count = X min, then OK or OVER, then one unnumbered last line: Coach: [agents OVER]. Plain text, under 70 words.

Common mistakes when you ask AI for this

• Not mentioning the outage. The AI averages in the 150- and 135-minute calls, like the dashboard. Try: Add: "Calls over 120 minutes were outage calls. Leave them out."
• Not giving the target. The AI can't mark OK or OVER. Try: Add: "Target: 12 minutes or less."
• Not asking to see the work. Agents will want to see which calls counted. Try: Add a line to copy: "1. Jo: (8 + 12 + 10 + 10) ÷ 4 = 10 min OK"
• Trusting the AI to count words. AI is bad at counting. Ask for a total word limit and it often lands over it. Try: Cap each line: "each line under 14 words."
• Forgetting where it goes. AI loves markdown tables and bold, which show up as clutter in 1:1 notes. Try: Add: "Plain text, no bold, headings or tables."

What a strong prompt includes

• Removes outage calls
• Gives the target
• Asks to show the math
• Sets a word limit
• Asks for plain text

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