AHT (Avg Handle Time) at Queue level

Voice & Telephony
1

Hi,

Is anyone out there doing AHT at Queue level with Tserver 8.x?
Got stat definition from genesys solution site but seems not working.

Thanks.

2

Hi,

surely AHT has to be at agent level? how can it be done at queue level?

1 Like
3

Do you have the VQs added to the Agent Group as Origination DNs?
You need to do this to tie together the Agent Group with the Queue so the AHT calculations work correctly.

2 Likes
4

Thanks, rpenney.
How do you deal with agent belonging multiple groups?

1 Like
5

Never mind my question.
I think it is working now.

thanks.

6

Rpenny,

What are the call conditions that might give higher handle number than queue entered?
In production, call entered into queue doesn’t match with calls handled.

Thanks in advance.

7

Off the top of my head,

  • Ring No Answer I think causes the call to be counted twice
  • Transfers depending on how they are performed (i.e. through the VQ or not)
  • Direct calls to agents
  • Outbound calls (maybe)

There are a lot of factors that go into this. I probably can’t help much more without knowing a lot more about your environment and setup.

1 Like
8

Thanks.
Found a good explanation from tech site.