Review a period
Choose dates and filters before comparing metrics. Calls and Agents tabs answer different questions: what happened to calls and how people spent their time.
Read each metric’s label and help. The call card labeled AHT (talk avg.) uses average conversation time; agent AHT alerts include talk, hold and post-call work. Do not compare these as identical measures.
Export
Tabs offer XLSX exports when data exists. Apply filters and check the period before downloading. For an empty-data message, review the range and selection.AHT alert
Contact center settings offer an agent AHT threshold in seconds. Empty or zero disables the alert. Configuration requiresorganization.update.
An alert highlights a value for review; it does not explain its cause. Compare call types and component times.
Frequently asked questions
Is this the same as Live monitoring?
Is this the same as Live monitoring?
No. Monitoring shows current state; Queue activity reviews a period.
Why is the export empty?
Why is the export empty?
Check the selected tab’s dates and filters. The app does not export when it finds no records.
Does setting the alert to zero block calls?
Does setting the alert to zero block calls?
No. Zero disables the AHT alert. It does not change routing or call duration.