CallCentreVoice Topic Hold time In AHT (Clarification Required)

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Manu Babbar on 27/8/2010 19:17:14.
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Manu Babbar
Sr Manager
IE

7 posts
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Hold time In AHT (Clarification Required)  [27/8/2010 19:17:14]

Hi All,

Request you to help in understanding the fields used for the calculation of AHT using CMS reports. what all component should be used for the for the calculation.

Also, if the agent is in Avail mode and if calls in/call out from the other line, will the time spent will be included in any field.

Regards,
Manu

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Mark Russel
Business Development Executive
Lloydssolutions

3 posts
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Calculation For AHT  [1/9/2010 22:29:46]

Hi,
(acdtime+acwtime+holdtime)/(acdcalls).

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