I’m working with the RingCentral Analytics API to calculate average handle time (AHT) per user, and I need clarification on which fields I should be using for accurate reporting.

In the API response, I’m seeing the following fields:
"timers": {
  "allCalls": {
    "valueType": "Seconds",
    "values": 37952.805
  },
  "callsSegments": {
    "valueType": "Seconds",
    "values": {
      "liveTalk": 31735.678,
      "hold": 180.348,
      "ringing": 2686.57,
      ...
    }
  }
},
"counters": {
  "callsSegments": {
    "valueType": "Count",
    "values": {
      "liveTalk": 158
    }
  }
}

Currently, I’m calculating AHT using: liveTalk / liveTalkCount
 

Where:

• liveTalk = timers.callsSegments.values.liveTalk

• liveTalkCount = counters.callsSegments.values.liveTalk

My questions:

1. Is liveTalk the right value to use for total talk time on calls, or should I use timers.allCalls.values instead?

2. Is this the correct method for calculating average handle time?

I want to ensure I’m using the most appropriate fields for performance metrics. Any clarification would be greatly appreciated!

Thanks in advance!