For the Inbound AHT I have used the following calculation:
(I_ACDTIME + I_ACWINTIME + HOLDTIME + ACDOTHERTIME)/(ACDCALLS)
-Where Date, ACD & Split meet specified criteria.
And for Outbound AHT I have used the following:
(AUXOUTTIME + ACWOUTTIME) / (AUXOUTCALLS + ACWOUTCALLS)
-Again specifying Date, ACD & Split criteria.
Could anyone confirm if I am double counting data or merging incompatible fields - or if I've left something out.
You're help will be much appreciated.