PureEngage On-Premises

Can someone confirm how the time duration is derived when monitoring handle time at a VQ level please.
I have a statistic
Q_Total_Handling_Time
Category=TotalTime
Description=Total handling time for virtual queues
MainMask=CallReleased, CallMissed, ACWCompleted, ACWMissed
Objects=Queue, Routepoint, GroupQueues
Subject=DNAction

The virtual queues have been assigned as Origination DN's against the Agent Group.

Am I correct in assuming that the handle time starts at the point where the call is distributed and ends after the agent finishes ACW, back to a ready status.

Hi Jan,

You're correct, handle time is calculated from the time the call is distributed from the VQ to the answering agent until it is released and/or ACWCompleted. Please refer to Knowledge base article 17019 regarding handle time on a VQ, 

Hope this helps.

Best regards,
Mike
Genesys Customer Care

Another question, with respect to getting Handing time against the DN Group.
 
If several skills (VAG’s) are capable of handling calls against multiple VQ’s and the VAG’s are configured to include the VQ’s in the origination DN’s in the VAG then will the agent time be apportioned correctly against the right DN Group?
 
e.g. Skill1 can handle calls from VQ1, VQ2, VQ3 will their activity against the relevant VQ.
Skill1 spends time on a call from VQ1 for 10mins, then on a call from VQ2 for 15mins and then a call from VQ3 for 5mins
Will the DN Groups show this
DN Group VQ1 handle time = 10mins
DN Group VQ2 handle time = 15mins
DN Group VQ3 handle time = 5mins
 
Or will each VQ show the total time regardless of VQ therefore all show 30mins?