discrepancy in AHT CCX

[ramiz.shaikh1]

Hi All,

Could someone please explain what is the formula to calculate AHT.

As per the documents its AHT= Avg Talk Time + Avg. Work Time 

However in my reports it seems more like  AHT =Avg Talk Time +Avg Hold time + Avg Work Time.

Please find a snapshot.

[Chris Deren]

You are correct, AHT does include Avg Hold time as well. Here is similar discussion:

https://supportforums.cisco.com/discussion/10808701/how-does-cisco-really-calculate-aht

[ramiz.shaikh1]

Thanks for your reply Chris. Further I have some doubts in this one

1 )  Is the calculated AHT is accurate? Reason why I am asking is if you check first record in earlier pic

The AHT is  3:11

Here ATT = 2.22

         AHoldTime= 0.45

        AWT=0.02 sec

so 2:22 +0:45+0.02 sec is  3:09sec

So AHT should be 3:09 sec however it is 2 sec more(some where it is 4 to 5 sec more)

2) In CAD under agent statistics does the ATT showing less than what it is showing in historical report