Overview
The "Avg Resp HT" (Average Response Handle Time) metric calculation involves using the sum of Total Response Handle Time divided by the sum of Responses Handled.
To Compare With an Export:
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Identify the Correct Columns:
- Use "Total Response Handle Time (min)" and "Responses Handled" from the export.
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Filter the Data:
- Exclude rows where "Responses Handled" equals 0 to match widget behavior.
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Calculate the Weighted Average:
- Sum the "Total Response Handle Time (min)" for the filtered data.
- Sum the "Responses Handled" for the same set.
- Compute the average: (Total Response Handle Time) ÷ (Responses Handled).
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Verify Alignment:
- Compare the calculated average with the widget value to ensure they match.
Frequently Asked Questions
- How do I calculate the "Avg Resp HT" from the export?
- Use the sum of "Total Response Handle Time (min)" divided by the sum of "Responses Handled" for the filtered data set.
- What should I do if the calculated average still doesn't match the widget?
- Ensure you are using the correct columns and filters. Exclude zero-activity days and verify the calculation method. If discrepancies persist, contact support for further assistance.
Priyanka Bhotika
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