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Average Handle Time for individual agent

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edited Dec 9, 2016 10:44PM in Reporting & Analytics for B2C Service 1 comment

Content

I'm trying to create a report that will show me each individual agent's AHT for chat. I started with a canned report that was intended for showing the AHT for a Group. 

The expression for the Group AHT was 

sum(chat_queue_stats.engaged_secs)/sum(chat_queue_stats.chats_completed

Would I need a different expression for each agent? Any ideas about what I should use? 

Thank you!

Version

May 2016

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