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 10 minutes from it's verified time.

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

Bank maintenance

Payment gateway errors

Technical issues

Insufficient funds

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

If the process exceeds 10 minutes or disapproved, report it to the new GC. VND WD: Late Processing Reports GC (https://t.me/+QAu5wfTMjbEyODA9)

📌ATL Responsibility: All transactions taking longer than 10 minutes to process will be reviewed by ATL. 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.

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