Avg. Handle Time (AHT) for Agent group, Queue (Virtual Queue) with Brio 6

[kapusta1152]

Hello Genesys Pro,

I  can run Brio 6.2 report for Avg. Handle Time (AHT) for individual agent, but looking for simple method /formula how to report AHT for Agent group, Queue (Virtual Queue) with statserver 7. / Brio 6.2.
I hope some of you already done these custom reports.

Thanks,

P.S. Below some info from Genesys documentation:

====Agent Groups======

[AG_Handling_Time]
Category=TotalTime
MainMask=CallInbound, AfterCallWork
Objects=Agent, Place, GroupAgents, GroupPlaces Subject=DNAction

[AG_Handling_Number]
Category=TotalNumber
MainMask=CallInbound
Objects=Agent, Place, GroupAgents, GroupPlaces Subject=DNAction =============================

============ Queue *  ===========
[Q_Handling_Time]
Category=TotalTime
MainMask=CallReleased, CallMissed, ACWCompleted, ACWMissed Objects=Queue, RoutePoint, GroupQueues Subject=DNAction

[Q_Handling_Number]
Category=TotalNumber
MainMask=CallReleased, CallMissed
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
=============================
(*) Unfortunately there is not a possibility to distill CallInbound from calls of other types on Queue


Note: We recommend to use Stat Server 7.0 because this version has improved ACW calculation:
<-------------------------------------
Release Number 7.0.000.15 [07/31/2003]?General New In This Release

For all switch types, both ACWCompleted and AfterCallWork actions now begin after call release. This expanded functionality is useful in switch configurations where agents can manually place themselves in ACW mode.
------------------------------------->

[cavagnaro]

You can mix the stats from a Agent Object from a Queue object.
Answered is a special statistic (retrospective) that travels from agents to Queue objects.

Handle time is so impossible to obtain from RP as it's the Inbound, Outbound, ACW summatory of times.

Regards