You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register
Skip to content
  • Register

    • Average Handle Time for individual agent

    edited Dec 9, 2016 10:44PM in Reporting & Analytics for B2C Service 3 comments

    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
    Tagged:

    Howdy, Stranger!

    Log In

    To view full details, sign in.

    Register

    Don't have an account? Click here to get started!