Calculations for AHT new, ATT new and AWT new concepts are influenced by the following two limitations:
- Task time consumed by enquired agent at inquiry/transfer/conference is not included in the values.
- The average values are calculated for contacts concluded during the period. However, at present all occasions when a contact is parked or transferred to queue are counted as a conclusion of the contact. This entails that work with parking and/or transfer to queue, split up AHT new, ATT new, and AWT new into smaller ”sub treatments” resulting in the values tending to be lower than they should have been if the total handling of the contact was counted as one (and only one) contact. This is particularly important to understand this as agents work with several chats simultaneously; each jump between two chats is counted as a parking/unparking. the concluded contacts concept exists to be able to add AHT new, ATT new, and AWT new. When there is a parking and/or transfer to queue, this will cause the value for concluded contacts to be larger than the number of received contacts for the queue/waiting list.