What is the difference between the metrics tTalk and tTalkComplete and what do I need to calculate AHT?

[liebichw]

In what respect is tTalk "incomplete"?

The same question arises for me for "tHeld" vs. "tHeldComplete" - what is the effective difference?

And if I want to (re)calculate AHT locally - what should I use here? tTalk or tTalkComplete? (and the same for Held)

[Jerome.Saint-Marc]

Hello,

@liebichw

In what respect is tTalk "incomplete"?

The same question arises for me for "tHeld" vs. "tHeldComplete" - what is the effective difference?

There is an explanation on tTalk/tTalkComplete and tHeld/tHelpComplete on the Analytics metrics Developer Center's page.

@liebichw

And if I want to (re)calculate AHT locally - what should I use here?

Average Handle Time is described on this Resource Center's page.

Regards,

[liebichw]

Thank you, that was the perfect answer to my question.