How to calculate AHT

[ZeeTech]

Hi,

I want to calculate AHT for inbound and outbound calls, please advise.

Environment Info:

VERSION Version : 2.4-364a, BUILD: 120409-1136
Asterisk 1.4.39.1-vici.go
Dell R720 – No additional hardware.

Regards,
Zeee

[williamconley]

I suspect you'd probably run one of the many reports that shows hold time. And I also suspect it's already 'calculated' on those reports.

Perhaps if you were to explain why those reports don't work for your purpose we could help you more ...?

Or are you suggesting hold time is not shown on any of the reports?

[lvish]

Hi

You can use export call report with extended option. This provides wrap time (dead time + dispo time) and answer time on per call basis. Export it to excel and do manual calculation.

Or Agent time report and add Customer time,dead time and dispo time.

cheers

lvish