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Improve accuracy of conversation time-related metrics

Enabled for Public preview Early access General availability
Users, automatically - - Mar 3, 2025

Business value

Average handle time (AHT) and assisted supported time are key metrics that contact centers use to track agent performance. Use these metrics in business planning, forecasting, and staffing planning. Current AHT logic and calculations work for synchronous live chats. They don't support newer channels added recently. This feature improves the reliability of AHT metrics by using server signals.

Feature details

Key capabilities include improving the accuracy of conversation time-related metrics by using server signals.

  • Talk time
  • Hold time
  • Wrap time (active time an agent spends in the wrap state)
  • Active session time

Average handle time - voice

Average handle time - chat

Geographic areas

Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.

Language availability

Visit the Explore Feature Language report for information on this feature's availability.

Additional resources

Average handle time (docs)