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Hi,We have developed an integration with the Stat Server using Platform SDK (PSDK). We require to obtain the Average Handling Time of a route point - when we developed the integration originally we were told that the handling time was not accrued against the route point in the statistics model but against the agents instead.To that end we obtained the AHT by collecting the following two metrics on the Group Agents:Total Handling TimeCategory: TotalTimeMain Mask List: CallInbound, CallOutbound, AfterCallWorkObject: Group AgentsTotal Calls HandledCategory: TotalNumberMain Mask List: CallInbound, CallOutboundObject: Group AgentsSo we obtain the GroupAgent(s) linked to the RoutePoint and then calculate AHT by taking Total Handling Time / Total Calls Handled for each group of agents linked to the RoutePoint.However we are getting queries on the accuracy of this data and it feels a little odd. For example, if agents are part of multiple agent groups and these are assigned to multiple queues it may mean the handling time is not strictly related to a single route point.Is there no other statistic that would obtain the handling time at the route point level?
We can see a report in Pulse that is calculating the AHT at the skill group level (and not the agent level) but not sure of what statistics would be being used to generate this.Thanks,
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