Is there a way to calculate the average handle time across multiple CSQ's? I have a customer who has multiple CSQ's and they want a report that displays the average handle time across all of their CSQ's.
Are you looking for the AHT average for real-time reporting or historical reporting?
There is no stock report which will give you the average handle time across multiple CSQ's. You will need to create a custom report with some formula in that report.
Avg Handle Time across multiple CSQ's = ((Avg Handle time of CSQ1 * No of calls) +.....+ (Avg Handle time of CSQ N * No of calls))/Total number of calls across those CSQ's.
In UCCX CUIC Reports -> Stock -> Unified CCX Historical -> CSQ All Fields Report is available,
This report will show CSQ based Summary report that contains Avg. Handle Time of each CSQ. If you run this report for all CSQ and Export to Excel you can see the Avg. Handle Time across all CSQs (Below the image for the same).
This is one of the easiest ways without customization (Mathematical Avg. Calculation).
Actual Avg. Handle Time:
Handle time of a call is calculated as (ACD.talkTime + ACD.holdTime + ACD.workTime). Determine the sum of handle times for all calls handled by this
CSQ, then divide by Calls Handled—Total, if calls handled is not zero. If it is zero, this field is set to zero.
ACD refers to the alias of the database table AgentConnectionDetail.
The Cisco documentation basically says that for a given time period. The AHT = (Total Talk Time + Total Hold Time + Total Work Time) / Total Handled Calls.
So you have to calculate the Handled Time of all the CSQs and Total Calls Handled by all the CSQs and use the formula Total Handled Time/ Total Calls Handled.
Hope this clarifies you.