How is the Average Handle Time column being calculated?
Agent console, Chat real-time reports
Oracle Service Cloud
The Average Handle Time column is taking information from chat_agent_sessions_rt.avg_handle_secs which is a real-time column directly populated by the chat server. This column calculates the average chat length and does not include wait time by the consumer or wrap-up time by the agent.
The average chat length is being calculated irrespective of chat being transferred. The designed behavior is as follows: agent1 picks up a chat and after back and forth discussions he transfers chat to agent2.When agent2 terminates chat, the Average Handle Time will be calculated for the entire chat length and attributed to agent2.
For more information, refer to the following: