AVERAGEIFS
Average with conditions.
Why planners need it
Average handle time by skill, average wait by daypart, average shrinkage by team — segmented metrics without pivot tables.
Syntax
=AVERAGEIFS(avg_range, range1, criteria1, …)
Worked example
Average AHT for the Sales queue only:
=AVERAGEIFS(AHT, Queue, "Sales"). Scope to a daypart too: =AVERAGEIFS(AHT, Queue,"Sales", Hour,">=12").
Watch out: Returns #DIV/0! if no rows match — wrap in IFERROR. It ignores blanks in the average range automatically.