We’re struggling to resolve issues related to the use of the real-time statistic API. We are trying to present AHT at a service level however, it appears that it is only seen at the user/team level. This is average handle time and they are very focused on using the real-time API to populate a dashboard they are contractually obligated to provide. The “calls_average_handling_time_per_day”, stat appears to be delivered at the user/team levels only (based on the https://help.brightpattern.com/5.3:Real-time-statistics-api/ListofStatistics)
The mentioned statistic “calls_average_handling_time_per_day” should show AHT for a Service also.
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