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AHT

Short for Average Handle Time. The average amount of time an agent takes to respond to incoming interactions.

Known as Average Handling Time in Premier Edition Cloud, this is the average amount of time an agent takes to handle a call for this day. This statistic is counted for the day. The following is a list of valid agent activities for this state:

  • Consult Call
  • Internal Call
  • Outbound Call
  • Inbound Call
  • After Call Work
  • Inbound Call On Hold
  • Outbound Call On Hold


For More Information

  • About WFM Web
    In the Workforce Management 8.5.2 Workforce Management Web for Supervisors Help
  • Getting started
    In the Workforce Management 8.5.2 Workforce Management Supervisor Help


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This page was last edited on July 30, 2020, at 16:22.
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