+ Start a Discussion
Chiel de Graaf.Chiel de Graaf. 

Case calculate time on-screen for AHT


I'm trying to measure the Average Handling Time on cases. When using the status of the case, then it only calculates how much time the case has spent in a particular status. If an agent isn't working the case, but it stays in the "in progress" status it messes up the metrics.
What i want to do is how much time a case is displayed on the screen of an agent.
I don't know if this is possible. If it is has anyone got a starting point for this problem for me.