Average Handling Time and the Hold Time

Voice & Telephony
1

Hi all,
I want to create a new statistic. This is to make a custom one with the Average Handling Time and the Hold Time to it.

Per what we understood the AHT statistics is based on : Inbound talk time + outbound talk time + after call work time / calls.

In the StatServer we have found this statistc for AHT:

[AverHandleDNActionTime]
Category=AverageTime
MainMask=CallInbound, CallOutbound, AfterCallWork
Objects=RegDN, Agent, Place, GroupAgents, GroupPlaces
RelMask=CallInbound, CallOutbound
Subject=DNAction

How can be modified to add hold time to it?

thanks
Marco

2

we are also running a call center , but we are not using this mechanism. our agent usually gives 3 minutes for the long call for the inbound or outbound.

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