Average Handle Time (AHT)

In your Dashboard Insights, there are charts with the option to view the handling time of agents. Specifically how long it takes them to resolve alerts, cases and reports.

How is the AHT calculated?

The AHT is a timer that will start tracking the handle time of an alert or a case for an agent.

The typical AHT timer starts when the case or alert is in status 'OPEN' and assigned to an agent (i.e first generated) and stops once it becomes 'CLOSED'.


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