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Average Handling Time

Definition

For the selected agent, agent group, or contact center - The average time spent talking to callers, transferring calls, and completing after-call work during the monitored period.

For the selected service - The average time agents spent talking to callers, transferring calls, and completing after-call work associated with the selected service during the monitored period.

This statistic includes interactions derived from transfers.

Calculation

When an interaction changes to the Completed state, Ivanti Voice performs the following equation for the agent associated with the interaction:


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