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Improve accuracy of conversation time-related metrics

  • 發行項
Enabled for Public preview Early access General availability
Users, automatically - - Mar 3, 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 - voice

AHT - chat