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AHT Calculations

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T3l3phony

T3l3phony

IS-IT--Management
Jan 8, 2004
46
CA
Hi there,

Was wondering if anyone can tell me if a whisper announcement is calculated into AHT? CMS states the following:

"The average time callers spent on hold at the agent. This is any type of call".

Database Item, Calculation, or Calculation Name
HOLDTIME/HOLDCALLS, <AVG_HOLD_TIME>


IS a whisper announcement considered to be at the "agent level".

Any help would be appreciated.

Thanks
 
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The whisper is not included in HOLDTIME.

But it is included in RINGTIME.
 
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