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Actual Handle Time (AHT) API - BETA
Historical API The Actual Handle Time metric tracks events within the Agent Workspace. The metric is based on a complex algorithm that looks at several factors to give the most accurate view of handle time effort at an individual segment level. In essence, it tracks time whenever an agent has a conversation selected on the…
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Agent Activity API
Historical API The Agent Activity API allows its consumer to track the agent login and logout hours, state changes during the login hours and predefined custom states as set up by the brand. ➡️ At this point, away states are not classified as productive and nonproductive. Benefits The Agent Activity API provides a…
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Net Handle Time (NHT) API - BETA
Historical API Net Handle Time (NHT) is a metric produced by a heuristic calculation, which is designed to provide an approximation of the average human agent effort time to service a single consumer interaction (agent segment) across a given skill in a one-hour interval. NHT will provide a proxy for the voice metric of…