AHT and ATT Calculation

General Discussion
1

Hi Team,

We are using the below statistics to show the AHT and ATT in the IWS Application.

AHT: Average Handle Time

[AverHandleStatusTime]
Category=AverageTime
MainMask=CallInbound, CallOutbound, OfflineWorkType1
Objects=Agent, Place, GroupAgents, GroupPlaces
RelMask=CallInbound, CallOutbound
Subject=AgentStatus

ATT: Average Outbound Talk Time

[AverOutboundStatusTime]
Category=AverageTime
MainMask=CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
RelMask=CallOutbound
Subject=AgentStatus

The Output of this value is not matching with the manualy calculating the timing.

AHT = [TotalOutboundTalkTime + TotalDialingTime + TotalRingingTime + TotalConsultTime + TotalHoldTime] / TotalOutboundCalls
ATT =  [TotalOutboundTalkTime] / TotalOutboundCalls

Please let me know, the above statistic is right one?

2

And what about inbound calls within AHT? Do not count them? I do not understand why do you cont the time statistics in this order, why did you not use TotalTalkTime stats for example?

3

Agree with Kubig…since when Ringing is talking?

4

Hi Kubig,

We have an outbound environment [No Inbound calls]. Anyway, I have checked the same in the Genesys Tech Support, they have suggested the below statistic for calculating the AHT.

[AverHandleTime]
Subject=DNAction
Category=AverageTime
RelMask=CallInbound, CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
MainMask=CallInbound, CallOutbound, OfflineWorkType1

I have created the AHT statistic with the “Subject =AgentStatus”. I will re test the same on 15-Nov-2013 and share the feed back.

Let me know, this changes make sense to me.

5

should AHT not also have TotalACW and pause time too??

6

What is the difference between “CallOnHold” and “CallOnHoldInbound”?
Can i use “CallOnHoldInbound” value in MainMask of AverHandleStatusTime to calculate hold time in AHT?

7

Difference is fairly clear - the CallOnHoldInbound counts only when the holded call has type Inbound. whilst the CallOnHold counts hold on any call type. Yes, you can use it within MainMask to include Hold time to the computed stat