Enterprise · Part of Telephony and CTI
AHT and disposition reporting
AHT (Average Handle Time: the mean duration of a customer interaction.) and disposition reporting turns your telephony data into supervisor-ready views: average-handle-time trends, call volume, and disposition mix, each broken out by client and line of business. It reads the call records FrontLine already captures, so the dashboard reports on history you hold rather than starting from an empty chart.
For the operator
The reporting dashboard opens to three views, Handle time, Call volume, and Dispositions, each with a client, LOB (Line of Business: a distinct client program or queue within an operation.), and date filter, KPI cards, a trend chart, and the underlying tables. Average handle time is computed transfer-accurately from the individual call legs, so a call that moves between agents reads as real handling time rather than one inflated span. Disposition codes are synced from each platform and mapped once to plain labels and business categories such as resolved, transferred, and callback scheduled, so the same labels stay consistent across QA (Quality Assurance: the program that scores and reviews agent interactions.), billing, and reporting. A KPI card tracks AHT against each client account's handle-time target, WFM (Workforce Management: forecasting, scheduling, and adherence.) analysts read it alongside per-LOB volume, supervisors watch trends and disposition mix by client and LOB in one place, and QA leads slice the same figures to find where handle time and outcomes drift. Access follows the same reporting permission and role controls as the rest of the platform.
Business impact
For the operator running multiple clients, AHT and disposition reporting is how you defend margin and prove performance. Handle time drives cost per contact, so tracking it by client and LOB against each account's handle-time target shows you where to staff differently before a program slips. A shared, factual picture of call outcomes gives you and your clients common ground for quarterly business reviews. Because handle time is measured accurately across transfers, the numbers you bill and report on hold up under client scrutiny. And because the dashboard reads the call data FrontLine already collects, the reporting is live on the history you already hold, not a separate pipeline to stand up.