Availability of ACW within averageHandledTime on Queue Statistics API

[mark.rennie1]

Queue Statistics API - AHT

On the Queue Statistics API we can get back a field called "averageHandledTime"

https://devportal.wxcc-us1.cisco.com/documentation/queues/get-queue-statistics

This is defined as "The Queue's average handle time."  Although it appears this does not include "after call work time" or "work time".  Is this correct? 

If this is not included are there plans to include a statistic in the API to obtain the after call work time

Thanks

[mark.rennie1]

Thanks for response.

[Arunabh Bhattacharjee · Accepted solution]

HI @mark.rennie1 

Yes that is correct.

The latest docs now has the line 

https://developer.webex-cx.com/documentation/queues/v1/get-queue-statistics

averageHandledTime

double

The Queue's average handle time in milli seconds. i.e total time the call was connected / number of calls that were handled. Note :- This does not include wrap-up time.

Since it does not have the averageWrapupTime - it looks like we will need to add that field.

We will go ahead and raise an enhancement request for this. If you need this feature prioritized and is blocking a project currently, please reach out to your CSM to have it prioritized by the PM team.

Thanks & Regards,

Arunabh.

[ntheolog]

Hi mark.rennie1,
Sorry for delay on response.

We will look into this and get back to you.

regards,

Niko