Share via

Improve accuracy of conversation time-related metrics

  • Article

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users, automatically - - Feb 2025

Business value

Average handle time (AHT) and assisted supported time are key metrics that contact centers use to track agent performance. These metrics are used heavily in business planning, forecasting, and staffing planning. Current AHT logic and calculations were designed for synchronous live chats and weren't upgraded to support newer channels added recently. With this feature, the reliability of AHT metrics will be improved by using server signals.

Feature details

Key capabilities include improving the accuracy of conversation time-related metrics by leveraging server signals.

  • Talk time
  • Hold time
  • Wrap time (active time an agent spent on wrap state)
  • Active session time

AHT - chat

AHT - voice