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Average Call Handle Time

The Average Call Handle Time section in the IT Contact Analytics Overview dashboard provides a graphical representation of the Average Handle Time (AHT) of calls.

• The X-Axis represents the time range.
• The Y-Axis represents average handle time (AHT) in seconds.
• Hover over a column on the graph to view the details in a tool tip.

Usage Example:

If you want to view the average call handle time, in the last week, for a specific Skill group, perform the below tasks:

If you want to view the average number of calls that your agents have handled in the last week for a specific Skill group, perform the below tasks:

1. In the Select Skill hierarchy, from the Skill Level drop-down list, select the skill group you want to view the details.

Note: The Skill Levels provide you the skill groups in a hierarchical manner. You can start selecting from the highest Skill Level to the lowest Skill Level. The highest Skill Level is the parent skill and rest of the Levels are the children skills. For Example, start selecting from the and go on selecting the Skill Levels in an descending order till the Skill Level 0. However, you do not have any constraints from selecting directly from the Skill Level 0 as well without selecting a value from the parent Skill Level. But when a parent skill value changes, the corresponding children skill values are reset to All.

2. Select the Weekly tab.

You can now view the desired details in this section. Hover over a column in the bar graph to interpret the data through a tool tip. The legend depicts the fall or rise of the metric.