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?
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".
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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