Skip to Main Content
Status Will not implement
Created by Guest
Created on Mar 7, 2021

Agent AHT

We need to have a parameter that calculates the time spent on a task same as AHT but excluding the time spent waiting for a customer reply. By this, I can calculate a KPI for the agent as part of his evaluation.

Currently, we can’t depend on the AHT because the AHT might be higher because of customers’ behavior where the agent is ready to answer but is waiting for the customers' reply.