10-05-2021 04:48 AM
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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10-05-2021 06:43 AM
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".
10-05-2021 05:50 AM
Whisper time is reported as "Ring Time" in the TCD table.
10-05-2021 06:20 AM
Thanks for the reply... but is ring time included in any of the Handled time calculations?
10-05-2021 06:43 AM
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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