Genesys Cloud - Main

I'm no expert on this, but I believe Handle Time starts ticking up from the moment the call is connected to the Agent.

If you have a whisper that plays, the whisper plays after the call connects to the agent.

So yes whisper time would be included in the AHT.

It would be nice if you could play a whisper before the connected event happens, but suspect with how the events occur this wouldn't be possible.

Thanks Anton, for your input on this. I agree that AHT should not begin until the agent heats the Whisper and begins talking but when we run the que performance report Genesys is starting the calculation when it connects to the que and gives the automated greeting from the IVR tacking on 6 additional seconds of time for the agents call.  I believe this is not the correct way to calculate the AHT but welcome other thoughts and especially someone from Genesys to weigh in on the correct calculation.

Thanks Babs 

I'm no expert on this, but I believe Handle Time starts ticking up from the moment the call is connected to the Agent.

If you have a whisper that plays, the whisper plays after the call connects to the agent.

So yes whisper time would be included in the AHT.

It would be nice if you could play a whisper before the connected event happens, but suspect with how the events occur this wouldn't be possible.

My thoughts...

I don't believe it actually matters whether it's included or not, as long as it's consistent and known to those who are looking at the data. It will become more of an issue when Genesys FINALLY roll out agent ("Smile") greetings, since these may be of variable length.

That being said, IMHO handle time should be the entire time that the agent is "occupied" with the interaction, and therefore not available to do other work. There is, therefore, an argument to be made for it including alerting time as well! Certainly, as soon as the agent is connected to the interaction (and therefore it is irrevocably assigned to them) then I think the timer should start.

Of course, there will always be differing opinions on this!

Just my 10 cents.

Thanks Anton, for your input on this. I agree that AHT should not begin until the agent heats the Whisper and begins talking but when we run the que performance report Genesys is starting the calculation when it connects to the que and gives the automated greeting from the IVR tacking on 6 additional seconds of time for the agents call.  I believe this is not the correct way to calculate the AHT but welcome other thoughts and especially someone from Genesys to weigh in on the correct calculation.

Thanks Babs 

I'm no expert on this, but I believe Handle Time starts ticking up from the moment the call is connected to the Agent.

If you have a whisper that plays, the whisper plays after the call connects to the agent.

So yes whisper time would be included in the AHT.

It would be nice if you could play a whisper before the connected event happens, but suspect with how the events occur this wouldn't be possible.