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Data Model

Avg. Handle Time on Talkdesk Live™ is a contacts data model metric.

Definition

The average amount of time it takes for a contact to be handled. This includes talk time, hold time, and after-call work.

Calculation

(Talk Time + Hold Time + ACW Time for Handled Contacts) / (Handled Contacts).

Name

The default name for this widget is Avg. Handle Time, but you can change it to a custom name, up to 64 characters.

Breakdown

The Avg. Handle Time metric can be broken down by queue, by a team, and by direction.

When the queue breakdown is applied, the widget will display a list of queues with each queue’s respective Avg. Handle Time. (See Visualization.) The queues for this breakdown are the queues in which contacts arrived, or queues to which contacts were transferred. 

When the team breakdown is applied, the widget will display a list of teams with each team’s respective Avg. Handle Time. (See Visualization.) These teams represent the teams assigned to the agents who handled the contacts.

When the direction breakdown is applied, the widget will display Inbound and Outbound with the Avg. Handle Time for each direction. (See Visualization.)

Sort Capabilities

In breakdown mode, you can sort the Avg. Handle Time (AHT) metric by Queue, Team, Direction and Value. You can sort the information by alphabetic order or value.

Time Span

The Avg. Handle Time metric can be displayed for any of the following time intervals:

• Last 15 minutes
• Last 30 minutes
• Last hour
• Today

By default, the time span for the Avg. Handle Time metric is “Today”. The starting point for the “Today” time span is midnight of the time zone selected for the dashboard.

Visualization

The default visualization for Avg. Handle Time is Metric.

If the queues breakdown is selected, the visualization will automatically change to List.

If the team breakdown is selected, the visualization will automatically change to List.

If the direction breakdown is selected, the visualization will automatically change to List.

Threshold

You can set up to three threshold rules for the Avg. Handle Time metric. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.

The format for the Avg. Handle Time metric threshold is mm:ss.

Filters

You can filter the Avg. Handle Time metric by queues, by team, and by direction:

• Applying only the queue filter will give you the Avg. Handle Time for the selected queues. 
  • For inbound contacts, these queues are those in which contacts arrived, or queues to which the contacts were transferred, regardless of which agents answered them. 
  • For outbound contacts on voice channel the queue filter applies to the queue selected at the time the agent dials the number.  It is either selected by the agent when placing the call, or it is automatically assigned by the system.  See Configuring an Outbound Caller ID for more information.
    For all other channels, the queue filter applies to the Reporting queue designated in the flow.
  • Applying only the queue filter will combine both inbound and outbound AHT in a single metric. You can add the direction filter to show Avg. Handle Time for only inbound or only outbound as desired.
• Applying only the team filter will show you the Avg. Handle Time of the agents on the selected teams, regardless of the queues the contacts arrived in or to which queue the contacts may have been transferred. This will combine both inbound and outbound AHT in a single metric. You can add the direction to show Avg. Handle Time for only inbound or only outbound as desired
• Applying only the direction filter will give you the Avg. Handle Time of inbound contacts or outbound contacts in all queues handled by agents in all teams.
• Applying both the queue and team filters together will give you the intersection of both filters--the Avg. Handle Time for contacts answered in the selected queues by agents on the selected teams. This will combine both inbound and outbound AHT in a single value. You can add the direction filter to show Avg. Handle Time for only inbound or only outbound as desired.

See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.