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Hi Susie,This is a great question and depending on how your agents are doing the information gathering it may impact the answer. If your contact center is doing the information gathering during after call work on the original call then the time would be included in the original call average handle time. If this is how you are doing the information gathering then your forecast will include the higher AHT in the forecast associated with the inbound calls. In other words, the inbound call AHT would include the information gathering/follow up work. I hope this helps!Thank you,
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