AHT Calculations

[Benson_Brian]

I've exported some queue data from the API and I'm attempting to calculate the AHT, Most of the intervals I calculated match the same stats within the Genesys Cloud App. However, some of the other intervals are off and I haven't figured out why yet. For example, One interval contains the following values:

TalkComplete.sum = 0.123273645833333
HeldComplete.sum = 0.00364011574074074
ACW.sum = 0.00104166666666667
Dialing.sum = 0.0000836805555555556
Contacting.Sum = 0.0000148148148148148

Handle.count = 9

When I sum up TalkCoplete + HeldComplete + ACW + Dialing + Contacting, I get

0.128053923611111

From there, I divide that by the Handle.count and I get

0.0142282137345679

I convert that number to time duration in Excel and I get

0:20:29

What's throwing me off is that the Genesys Cloud App shows the Avg Handle as

15m 45s

Why is this working for some intervals, but not other intervals? Is there something I need to add into this calculation to make it match?

[Benson_Brian]

Anybody?

Somebody?

[Jerome.Saint-Marc]

Hello,

We cannot investigate and don't have access to customer-specific data via the forum. If you believe the API is producing incorrect data, please open a case with Genesys Cloud Customer Care to investigate.

Regards,

[Benson_Brian]

Thanks. I'll have to reach out to one of my admins to help with that. Can you confirm that the formula I'm using is accurate and that there's nothing else I should be subtracting or adding?

[Jerome.Saint-Marc]

average handle time

[Benson_Brian]

Yea, that's the same formula. I'll engage one of my admins. Thank You.

[Cogsweba]

I am brand new to Genesys Cloud APIs. Which API are you using to get call stats by interval? What are the most common APIs I will need to calculate common queue and agent metrics? Also, which ones do i use to get agent state data by interval?

Thank you,

Brian