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Calculating AHT for emails

edited Aug 18, 2016 3:45PM in Reporting & Analytics for B2C Service 3 comments

Content

Hi colleagues.

I've been asked if it is possible to calculate AHT on email interactions on teh basis of the time an agent started working on an email to the point where he/she resolved it. I haven't been able to find any column name that would give that information so think it is potentially not available. Does anyone have any advice on how they have managed to resolve similar requests?

Thanks in advance

DQ

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Service Cloud
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