Hi experts
The standard key figure Average Handling Time, as per manually checking, contains the formula Time with Agent + Time with Customer.
The requirement of our current client is to measure their agents AHT, which should only be Time with Agent. Is there any way we can create a key figure only containing Time with Agent? Or is there any other way we can accomplish this?
It doesn't make sense to us that the standard AHT key figure also contains Time with Customer.
Thanks
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