I have this set of data Phone Support data
| Month | Team | Name | ACD Calls | ACD Time | ACW Time |
| Feb | Team 1 | A1 | 105 | 57387.0 | 39314.0 |
| Feb | Team 1 | A2 | 64 | 26931.0 | 1876.0 |
| Feb | Team 1 | A3 | 72 | 37951.0 | 54753.0 |
| Feb | Team 2 | A4 | 310 | 53017.5 | 31464.0 |
| Feb | Team 2 | A5 | 277 | 139161.0 | 90976.0 |
| Feb | Team 2 | A6 | 54 | 34187.0 | 56700.0 |
| Mar | Team 1 | A1 | 56 | 24564.0 | 25968.0 |
| Mar | Team 1 | A2 | 109 | 61969.0 | 4736.0 |
| Mar | Team 1 | A3 | 95 | 56558.0 | 99232.0 |
| Mar | Team 2 | A4 | 241 | 122936.0 | 39693.0 |
| Mar | Team 2 | A5 | 315 | 188280.0 | 150236.0 |
| Mar | Team 2 | A6 | 56 | 17440.5 | 35077.5 |
The Average Handling Time (AHT) = (ACD Time + ACW Time) / ACD Calls.
For computing the AHT for each agent, I use this expression
= sum(ACD Time + ACW Time) / sum(ACD Calls)
and I noted that this expression give the same number.
= sum((ACD Time + ACW Time) / ACD Calls
However, when computing the AHT for the team, I noticed the 2 expression below gives different number. Which expression is correct expression and why ?
= sum(ACD Time + ACW Time) / sum(ACD Calls) / Count(Name)
= sum((ACD Time + ACW Time) / ACD Calls)) / Count(Name)
