Aspect Community

0 Replies Latest reply: Jan 14, 2020 7:15 AM by Eric Shapiro RSS

Calculating real time AHT

Eric Shapiro Member
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Hello,

We are fairly new to Aspect and I can't figure out how they recognize "Talk Time".  I'm trying to calculate real AHT as talk time+hold+wrap/offered to get a real time AHT.  However, the rt_activeDuration numbers don't seem accurate.  Either does rt_AverageHandledDuration.  I can create a metric/formula on my own but I'm missing talk time as a key component.  Does any one else have this issue? 

 

Thank you.

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