Enterprise · Part of Telephony and CTI
AHT and disposition reporting
AHT (Average Handle Time: the mean duration of a customer interaction.) and disposition reporting will turn your telephony data into supervisor-ready views: average-handle-time trends, disposition mix, and per-client and per-LOB (Line of Business: a distinct client program or queue within an operation.) breakdowns. The dashboard is on the telephony roadmap; the capture that feeds it, accurate handle time from call legs and a synced disposition-code catalog, is already in place.
For the operator
Today FrontLine already computes average handle time transfer-accurately from the underlying call legs, and it syncs each platform's disposition codes into your tenant catalog, mapped to plain labels and business categories such as resolved, transferred, and callback scheduled. When the reporting surface arrives, WFM (Workforce Management: forecasting, scheduling, and adherence.) analysts will read AHT against per-LOB targets, and supervisors will see AHT trends and disposition mix broken out by client and LOB in one place. QA (Quality Assurance: the program that scores and reviews agent interactions.) leads will slice those same figures to find where handle time and outcomes drift. Because the underlying data is captured now, the dashboard will report on history you already hold instead of starting from an empty chart. The disposition catalog is synced and mapped once, so the same labels stay consistent across QA, billing, and the reporting views to come.
Business impact
For the operator running multiple clients, AHT and disposition reporting is how you will defend margin and prove performance. Handle time drives cost per contact, so watching it trend by client and LOB against target will show you where to staff differently before a program slips. A shared, factual picture of call outcomes will give you and your clients common ground for quarterly business reviews and build client trust. Because handle time is already measured accurately across transfers, the numbers you bill and report on hold up under client scrutiny. The dashboard is forthcoming on the telephony roadmap, and the accurate capture feeding it is in place today, so the reporting layer will build on data you are already collecting.