How can we help?

Avg. Handle Time (AHT)

Follow

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

image1.png

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

 

Breakdown

image3.png

The Avg. Handle Time metric can be broken down by ring group (queue), by team, and by direction.

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

 

Time Span

image2.png

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

image7.png

The default visualization for Avg. Handle Time is Metric.

 

image6.png

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


image4.png

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

 

image5.png

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

 

Threshold

image9.png

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

image8.png

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

 

  • Applying only the ring group filter will give you the Avg. Handle Time for the selected ring groups. 
      • For inbound contacts, these ring groups are those in which contacts arrived, or ring groups to which the contacts were transferred, regardless of which agents answered them. 
      • For outbound contacts on voice channel the ring group filter applies to the ring group 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 ring group filter applies to the Reporting Ring Group designated in the flow.
      • Applying only the ring group 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 ring groups the contacts arrived in or to which ring group 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 ring groups handled by agents in all teams.
  • Applying both the ring Group and team filters together will give you the intersection of both filters--the Avg. Handle Time for contacts answered in the selected ring groups 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.

All Articles ""
Please sign in to submit a request.