Specifically for WFM 15 minute interval calculations, how is the AHT of a specific interaction attributed to an interval for historical data when that interaction stretches across the interval. Will the AHT be attributed to when the call was offered, answered, or completed (or some other point in time)?
This potentially impacts our forecast when we have small volumes of calls at the start or end of the day and want to be sure of how the calculation is managed and how this could impact AHT metric forecasts.
I found plenty of definitions of how AHT is calculated as a metric but not specifically to which interval is it attributed.
#Genesys Cloud CX
#Workforce Engagement Management
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Malcolm Thompson
Genesys - Employees
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