cancel
Showing results for 
Search instead for 
Did you mean: 

Dashboard

Mitra_vindaGovi
Level 3
how is the average handling time calculated and the parameter for FTE Productivity computed for FTE Comparison in Dashboard Tiles
1 REPLY 1

Denis__Dennehy
Level 15
You can look at the database views in the database if you want to understand exactly how the tile works - the view name is given as the data source in the dashboard tile. I presume the AHT is based upon similar data as shown in the Queue Management view, where you can see average case time for each queue.