To record sufficient data for agent performance metrics like Average Handle Time (AHT) and adherence to SLAs, what data sources are needed?

The Automatic Call Distributor (ACD) is essential for capturing relevant data that contributes to measuring agent performance metrics such as Average Handle Time (AHT) and adherence to Service Level Agreements (SLAs). This system routes incoming customer calls to the appropriate agents based on predefined criteria, allowing for the tracking of essential performance metrics.

The ACD captures detailed call data, including the duration of each call, the time taken to connect with an agent, and how long the agent spends on the call. This data is critical for calculating AHT, as it directly reflects the time agents are engaged with customers. Additionally, the ACD records metrics regarding call handling times, call volume, and response times, which are instrumental in analyzing whether agents meet SLAs.

While entitlements, workflow management, and chat log history contribute valuable information in service environments, they do not specifically address the direct metrics related to call handling that the ACD captures. Thus, for measuring agent performance effectively, the ACD emerges as the primary data source.