Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: CTIgem on July 28, 2011, 07:55:42 PM

Title: AHT (Avg Handle Time) at Queue level
Post by: CTIgem on July 28, 2011, 07:55:42 PM

Hi,

Is anyone out there doing AHT at Queue level with Tserver 8.x?
Got stat definition from genesys solution site but seems not working.

Thanks.

Title: Re: AHT (Avg Handle Time) at Queue level
Post by: Tambo on July 28, 2011, 08:50:19 PM

Hi,

surely AHT has to be at agent level? how can it be done at queue level?

Title: Re: AHT (Avg Handle Time) at Queue level
Post by: rpenney on July 28, 2011, 10:08:45 PM

Do you have the VQs added to the Agent Group as Origination DNs?
You need to do this to tie together the Agent Group with the Queue so the AHT calculations work correctly.

Title: Re: AHT (Avg Handle Time) at Queue level
Post by: CTIgem on July 29, 2011, 01:38:30 PM

Thanks, rpenney.
How do you deal with agent belonging multiple groups?

Title: Re: AHT (Avg Handle Time) at Queue level
Post by: CTIgem on July 29, 2011, 01:54:05 PM

Never mind my question.
I think it is working now.

thanks.

Title: Re: AHT (Avg Handle Time) at Queue level
Post by: CTIgem on August 01, 2011, 07:30:54 PM

Rpenny,

What are the call conditions that might give higher handle number than queue entered?
In production, call entered into queue doesn't match with calls handled.

Thanks in advance.

Title: Re: AHT (Avg Handle Time) at Queue level
Post by: rpenney on August 05, 2011, 08:35:26 AM

Off the top of my head,
[list]
[li]Ring No Answer I think causes the call to be counted twice[/li]
[li]Transfers depending on how they are performed (i.e. through the VQ or not)[/li]
[li]Direct calls to agents[/li]
[li]Outbound calls (maybe)[/li]
[/list]
There are a lot of factors that go into this. I probably can't help much more without knowing a lot more about your environment and setup.

Title: Re: AHT (Avg Handle Time) at Queue level
Post by: CTIgem on August 05, 2011, 01:44:11 PM

Thanks.
Found a good explanation from tech site.