How average handling time is calculated in ServiceNow Voice and where to get the data points?

rmmahilum
Giga Contributor

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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