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Glossary: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

  • Thresholds
    In the Premier Edition Cloud Current VCC Dashboard Help
  • Thresholds
    In the Premier Edition Cloud Current2 VCC Dashboard Help
  • Skills
    In the Premier Edition Cloud Current VCC Dashboard Help
  • Reporting
    In the intelligent Workload Distribution 9.0.0 iWD Deployment Guide
  • Skills
    In the Premier Edition Cloud Current2 VCC Dashboard Help
  • Reporting
    In the intelligent Workload Distribution 8.5.1 Best Practice Overview


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This page was last modified on October 7, 2016, at 07:54.