AHT Metrics Calculation: Payment Gateways & Local Bank

Please be remind to prioritize "FIRST IN, FIRST OUT" (FIFO) method in WD by using the correct time range filters. Let's work together to maintain high-quality service and accurate metrics.

You can filter VERIFIED TIME by clicking the arrow up (see photo attached).

Our target for the average handle time (AHT) of payment gateway withdrawals. The new target is 1 minute.

Please note:

AHT is calculated by dividing the total handle time by the number of transactions.

FOR LOCAL BANK MANUAL - AHT (Average Handle Time) KPI: The target is not more than 5 minutes from it's verified time.

Valid Reasons for Disapproval/Late Processed: Transactions can only be disapproved for specific reasons, such as:

Bank maintenance

Payment gateway errors

Technical issues

System error (aka Insufficient fund)

However, you must not disclose "insufficient funds" as a reason for disapproval to the counterpart.

If the transaction processing time exceeds more than the target time due to the following reasons report it in our sheet for auditing purpose: https://docs.google.com/spreadsheets/d/1vQo0p9t5wch_5bm6Wy2Kj6gQGo7FVj3pnCmNeMfs0A4/edit?gid=0#gid=0 Bank maintenance

Payment gateway errors

Technical issues

Insufficient funds System error

📌ATL Responsibility: If a valid reason is provided, it will not impact our AHT. However, any disapproval without a valid reason may affect AHT and could lead to termination. Although we have this new notice, please also keep in mind that we still need to monitor withdrawals that are taking too long by checking the oldest transactions still in ‘Processing’ status (follow it up if already processing for 7 minutes). Thanks po

If there are any questions or clarifications needed, members should reach out.