Average handle time
This dashboard shows visual reports related to average call handle time (AHT).
AHT bar chart
Created using the Vega-Lite language.
The following table describes the elements of the AHT bar chart:
| Element | Description |
|---|---|
| Visualization | AHT bar chart |
| Description | Displays the average time it takes to identify a person from the beginning of the call, the average time it takes to identify a person from the moment the person ID is provided, and the average remaining time after a person is authenticated. Data refers to a specific scope. |
| Type | Stacked bar |
| Custom Widget | Created using the Vega-Lite language. KQL language doesn’t apply to this widget. |
| Filter | Engagement creation timestamp (date and time) |
| Implicit Filter | The widget selects SESSION_TYPE_CALL_CENTER only. |
| Linkable Entity | None |
AHT grid
Created using the Vega-Lite language.
The following table describes the elements of the AHT grid:
| Element | Description |
|---|---|
| Visualization | AHT grid |
| Description | Displays daily average handle time of the following:
|
| Type | Table (grouped by date) |
| Custom Widget | Created using the Vega-Lite language. KQL language doesn’t apply to this widget. |
| Implicit Filter | The widget selects SESSION_TYPE_CALL_CENTER only. |
| Linkable Entity | None |
Authentication AHT from Person ID widget
Created using the Vega-Lite language.
The following table describes the elements of the Authentication AHT from Person ID widget:
| Element | Description |
|---|---|
| Visualization | Authentication AHT from Person ID widget |
| Description | Displays the average handle time it takes to authenticate a person (from the moment the person ID is provided). Data refers to a specific scope. |
| Type | Metrics |
| Custom Widget | Created using the Vega-Lite language. KQL language doesn’t apply to this widget. |
| Linkable Entity | None |
| Filter | Engagement creation timestamp (date and time) |
| Implicit Filter | Filtering is done on the factor type and session type:
|
Authentication AHT from Zero widget
Created using the Vega-Lite language.
The following table describes the elements of the Authentication AHT from Zero widget:
| Element | Description |
|---|---|
| Visualization | Authentication AHT from Zero widget |
| Description | Displays the average handle time it takes to authenticate a person from the beginning of the call. Data refers to a specific scope. |
| Type | Metrics |
| Custom Widget | Created using the Vega-Lite language. KQL language doesn’t apply to this widget. |
| Filter | Engagement creation timestamp (date and time) |
| Implicit Filter | Filtering is done on the factor type and session type:
|
| Linkable Entity | None |
Call AHT widget
Created using the Vega-Lite language.
The following table describes the elements of the Call AHT widget:
| Element | Description |
|---|---|
| Visualization | Call AHT widget |
| Description | Displays the average call handle time of the entire call. Data refers to a specific scope. |
| Type | Metrics |
| Custom Widget | Created using the Vega-Lite language. KQL language doesn’t apply to this widget. |
| Filter | Engagement creation timestamp (date and time) |
| Implicit Filter | Filtering is done on Factor type FACTOR_TYPE_ENROLL_VOICEPRINT, session type SESSION_TYPE_CALL_CENTER, and session decision DECISION_AUTHENTIC. |
| Linkable Entity | None |
Estimated AHT Differential widget
Created using the Vega-Lite language.
The following table describes the elements of the Estimated AHT Differential widget:
| Element | Description |
|---|---|
| Visualization | Estimated AHT Differential widget |
| Description | Represents the delta between the average enrollment time and the authentication AHT from zero. It’s a rough indication of the number of seconds saved by adopting the biometric verification. Data refers to a specific scope. |
| Type | Metrics |
| Custom Widget | Created using the Vega-Lite language. KQL language doesn’t apply to this widget. |
| Filter | Engagement creation timestamp (date and time) |
| Implicit Filter | Filtering is done on Factor type FACTOR_TYPE_ENROLL_VOICEPRINT and session type SESSION_TYPE_CALL_CENTER. |
| Linkable Entity | None |