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Average_Handle_Time

Also known as AHT. The average amount of time an agent takes to respond to incoming interactions.

Known as Average Handling Time in Premier Edition Cloud, this is the average amount of time an agent takes to handle a call for this day. This statistic is counted for the day. The following is a list of valid agent activities for this state:

  • Consult Call
  • Internal Call
  • Outbound Call
  • Inbound Call
  • After Call Work
  • Inbound Call On Hold
  • Outbound Call On Hold



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Reporting

iWD Statistics in CCPulse+

You can display performance statistics that are related to iWD Departments and Processes, through CCPulse+. These statistics are sourced from the iWD Data Mart. No agent performance metrics from the iWD Data Mart are fed to Stat Server and therefore, to CCPulse+. However, you can use the standard Stat Server and CCPulse+ agent metrics such as Average Handle Time, Total Login Time, Total Talk Time, and so on. All of these agent status-related statistics will be applicable to iWD work item handling as well. For Average Handle Time, you can apply filters, including filtering by media type or any other attached data key-value pair such as iWD Department or Process.

This page was last edited on March 14, 2018, at 11:38.

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