Source note · Contact center KPI definitions and calculation
The Analyzer Agent Statistics report calculates Avg Handle Time as (Sum of Hold Duration + Sum of Connected Duration + Sum of Wrapup Duration) / count of contact sessions with Termination Type = Normal.
Checked 2026-09-24
- Vendor
- Cisco
- Product
- Webex Contact Center Analyzer
- Subsystem
- Stock Reports > Agent Reports > Agent Statistics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Cisco Webex Contact Center Analyzer User Guide — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · Agent Statistics > Avg Handle Time row
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-wxcc-analyzer-agent-stats-aht. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-wxcc-analyzer-agent-stats-aht
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-wxcc-analyzer-agent-stats-aht,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-wxcc-analyzer-agent-stats-aht},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-wxcc-analyzer-agent-stats-aht},
note = {Source note contact-center-kpis-wxcc-analyzer-agent-stats-aht, checked 2026-09-24}
}