Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Marco64 on October 11, 2011, 10:45:06 AM

Title: Average Handling Time and the Hold Time
Post by: Marco64 on October 11, 2011, 10:45:06 AM

Hi all,
I want to create a new statistic. This is to make a custom one with the Average Handling Time and the Hold Time to it.

Per what we understood the AHT statistics is based on : Inbound talk time + outbound talk time + after call work time / calls.

In the StatServer we have found this statistc for AHT:

[AverHandleDNActionTime]
Category=AverageTime
MainMask=CallInbound, CallOutbound, AfterCallWork
Objects=RegDN, Agent, Place, GroupAgents, GroupPlaces
RelMask=CallInbound, CallOutbound
Subject=DNAction

How can be modified to add hold time to it?

thanks
Marco

Title: Re: Average Handling Time and the Hold Time
Post by: meri21 on October 14, 2011, 12:57:15 PM

we are also running a call center , but we are not using this mechanism. our agent usually gives 3 minutes for the long call for the inbound or outbound.