Average Handling Time by Disposition

  • 8 August 2023
  • 2 replies


Does anyone know how to create a custom report which will allow us to see the average handling time by type of ocntact (disposition/Klass reason). We have been able to export and all the column first done business time, but this is a really lond process. Keen to build a custom report showing Type of Contact (reason/klass) and the Average Handling Time by each. 


Best answer by danielle.tiso 8 August 2023, 17:26

View original

2 replies

Userlevel 1
Badge +1

You can try something like this:

The calculation is a bit different from how we define AHT as a standard metric in the platform so you will not see the exact numbers across both, but average first done is similar, and allows you to narrow down by specific dispositions.

AHT covers active viewing time, where average first done would be the created time to close time without active viewing time included so it will likely be a lower number.


@Lucy loveholidays 


This is fabulous! Thank you so much for quick reply