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Chat AHT (average handle time) Calculation

edited Jun 29, 2016 6:11PM in Reporting & Analytics for B2C Service 8 comments

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There have been some questions regarding the accuracy of AHT calculation on the chat reports we are using that were all set up by a previous admin. That column in the report is using this formula: avg( if( chats.termination_event IN (1,2,4,13), date_diff(chat_events2.created,chat_events.created) ) )

I found a document in the knowledge base (attached to this post) that states chat_events.created "Occurs when the chat server first receives the chat request from end-user initiating a chat request. The timestamp associated to this event will be the same as the chats.requested timestamp." If I'm understanding that correctly, it would include the time when a customer is waiting for an agent to become available, resulting in a longer AHT than we would like to report on. I set up a new test report and used this formula for Average Handle Time: avg( if( chats.termination_event IN (1,2,4,13), date_diff(chats.completed,chats.first_engaged) ) )

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