Average Busy Time

Definition

For an agent, agent group, or contact center - The average time the selected agent, agent group, or contact center spent talking to callers during the monitored period.

For a service - The average time agents spent talking to callers 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:

Ivanti Voice also performs the following equation for the service associated with the interaction: