How average handling time is calculated in ServiceNow Voice and where to get the data points?
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02-13-2024 10:02 PM - edited 02-13-2024 10:10 PM
I have to create a report about the Average Handling Time(AHT) where,
total talk time, total hold time, and total after-call tasks. Then, divide by the total number of calls – that figure represents your average handle time.
Formula:
AHT = (Talk Time + Hold Time + Aftercall Work) / total number of calls
The problem is where to get the data points of Talk Time, Hold Time, Aftercall Work ?
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