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
  

For More Information Reporting In the intelligent Workload Distribution 8.5.0 iWD Deployment Guide Change History In the Workforce Management 8.5.1 Workforce Management Administrator's Guide Forecasting In the Workforce Management 8.1.3 Workforce Management Administrator's Guide Reporting In the intelligent Workload Distribution 8.5.0 Best Practice Overview Reporting In the intelligent Workload Distribution 8.1.0 Best Practice Overview Forecasting In the Workforce Management 8.5.0 Workforce Management Administrator's Guide

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