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How to Calculate the AHT in cisco IPCC

Hi,

How to Calculate the AHT in cisco IPCC

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How to Calculate the AHT in cisco IPCC

hi

AHT is defined and calculated as follows:

The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes, seconds).

Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/enterprise_reporting/reporting7_1/reference/guide/wipce71r.pdf

Hope that helps!

Thanks,

Karthik

2 REPLIES

How to Calculate the AHT in cisco IPCC

Have you tried using historical reports?  That information is available in there.

How to Calculate the AHT in cisco IPCC

hi

AHT is defined and calculated as follows:

The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes, seconds).

Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/enterprise_reporting/reporting7_1/reference/guide/wipce71r.pdf

Hope that helps!

Thanks,

Karthik

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