Average Adjusted Handling Time

Average Adjusted Handling Time (AAHT) measures the time a teammate is actively handling a conversation, the clock runs from when they first open it, pauses whenever they switch to other work, and resumes when they come back. Each conversation's handling time now reflects time actually spent on that conversation.

• Pause on conversation switch: the clock stops when a teammate switches to a different conversation and resumes when they return.
• Optional pause on teammate away: Admins can also pause AAHT when a teammate is automatically set to away due to inactivity. This uses an inactivity toggle in Settings.
• Public API for handling events: A new endpoint that returns the underlying pause/resume events for a conversation along with pause reasons.