Is your Avaya AHT missing a few seconds in eWFM?

When I consulted for Aspect, I knew from experience that the default formula sets in Aspect eWFM excluded Hold Times for the Avaya ACD switch.  This wasn't on purpose, it is just how it came out of the box.  Maybe it is how the developers were told to code the formula sets a long time ago when building the Data Feed interface.

At any rate, during my work with Chase, we discovered that the handle times being captured were too low.  We looked at the Avaya file coming over and saw the hold times as a separate column.  When we added it into the formula set, the handle times trued up correctly.  Since then, I had suggested to other Avaya customers to add Hold time to the AHT Calculation in the Aspect eWFM Formula Sets.   It's Column 7 on the Split Summary report (I'm going off memory here, so double check the raw data file coming over, I'll try to pull a sample Avaya Split Report and verify--but I'm pretty sure it's right).

The formula will look like: