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  • 1.  AHT calculations

    Posted 03-27-2018 15:48
    No replies, thread closed.
    ​We see a large difference in AHT calculations between the Intraday real time reporting and the actual call stats reports we run the next day out of PureCloud. The difference can be as significant as 30 - 50% between the two data sources.

    Has anyone else seen this discrepancy? Have you figured out why and how to reconcile the difference?


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    Scott Schleisman
    Bright Horizons Family Solutions LLC
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  • 2.  RE: AHT calculations

    Posted 12-11-2019 00:49
    No replies, thread closed.
    Did you look at this page?  It pretty well details all the calculations.  Remember that real-time include in progress and historical will be mainly completed.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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