Hello Call Center Voice,

This is my first time being here on callcentervoice and my first post. I was trying to find out information on how Blue Pumpkin calculates AHT and could not find it in the forum in search. I apologized if this question is already answered.

My call center uses Avaya CMS for data collecting and Blue Pumpkin for forecasting and scheduling.

My question is that does anyone know how Blue Pumpkin is calculating AHT? I am guessing its ATT and ACW, but not sure. Using CMS I do not see a field for AHT in reports. I wanted to know if Blue Pumpkin is calculating hold time in the formula.

Any information will be helpful.

Thanks!
RyanV