AHT Calculation for Avaya

[cuelc001]

Does anyone that works with an Avaya switch know how the AHT calculation is done ?
Thanks - cc

[Richard]

From memory when i worked with an Avaya switch a couple of years ago, the AHT composition was no different to how most ACD's calculate it. A combination of (talk+hold+work) time for both real-time and historical data.

You should be able to get from Avaya a database schema which will provide the various fields and also (from memory) an explanation of how the calculated fields are arrived at.

Hope this helps.

[miguel]

AHT is Total ACD time + Total ACW time + total hold time / ACD calls.

AHT calculation is in CMS dictionary.

hope this helps.

[FeralTitan]

Its extremely important that people ratify what they say. The correct calculation in Avaya for AHT is - ACD Time + ACW Time. Hold Time is already included in ACD time for those calls that were put on hold.
Regards