We've noticed that when our agents join conference calls for training and/or team meetings, those calls are calculated into the agents' AHT because the calls are handled by the agents (whether the agents outbound call the conference line or the meeting software inbound calls the agents). Can anyone suggest a process for keeping these non-ACD calls from affecting agents' reported AHT?
#Reporting/Analytics------------------------------
Bruce Lambert
Bright Horizons Family Solutions LLC
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