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 ?
