The AHT app for Freshdesk tracks how long it takes an agent to handle a ticket. The timer automatically starts when the ticket is opened and turns off when the agent closes the tickets or when the agent moves to another tab ensuring that there are no errors in tracking time spent on a ticket. The app records the start time and stop time instances till the resolution of the ticket. This information can be found in the ‘Timesheet start and stop timer API’ which is sent to an assigned id. The Average Handling Time is calculated by accumulating the total amount of time agents spend in the ticket details page and then dividing that number by the total number of tickets accessed. With the data from the AHT report, administrators will be able to assign tickets, streamline processes and increase the productivity of agents. Features: Custom settings: Configure the Roles / Groups for which you would like to turn on the AHT app. Accurate Tracking: The timer turns on and off automatically. This includes when agents have moved to other tabs, the app senses if it’s not the active page and pauses the timer ensuring that you get the exact data with regard to time spent resolving a ticket. Get reports on an hourly/daily basis delivered to the assigned inbox automatically. Data is exported in a .csv format. Once installed the app appears as a widget in the ticket details bar on the right side of your Freshdesk window. Please Note: * The frequency of the report generation can be set (i.e Hourly, Daily or Weekly) only during installation. Once it is chosen and the app is installed, it is not possible to change the frequency. * No report will be generated if there is no data during the pre-set report generation time period.