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David Strong
Beginner

AHT and Whisper

Hopefully a simple question but in UCCE 11.6 (and other versions)  is whisper time included in the handled time for a call and hence AHT (Average Handled Time) for an agent?

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No, Whisper time is not part of the AHT calculation. If you look at the Agent_Skill_Group_Interval table - AHT comes from the column called "HandledCallsTime", whereas Whisper/Ring time is included in the "ReservedStateTime".

 

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Piyush Verma
Enthusiast

Whisper time is reported as "Ring Time" in the TCD table.

Thanks for the reply... but is ring time included in any of the Handled time calculations?

 

No, Whisper time is not part of the AHT calculation. If you look at the Agent_Skill_Group_Interval table - AHT comes from the column called "HandledCallsTime", whereas Whisper/Ring time is included in the "ReservedStateTime".

 

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