Please review the WFM Administrators guide:
Handle Time
Table 5: Total Handle Time
Item Description
WFM statistic object type GroupAgents, GroupPlaces
ConfigServer object type GroupAgents, GroupPlaces
Statistic name Interactions_Processing_Time
StatisticConfiguration
Option/Value pairs
Category = TotalTime
Description = The total amount of time that this resource
spent handling interactions during the specified period.
MainMask = InteractionHandling
Objects = Agent, GroupAgents, GroupPlaces, Place
Subject = AgentStatus
Statistic created by Genesys eServices (Multimedia) Wizard
Filter <name is user-definable>
Filter configuration MediaType=chat & PairExists(“Queue”,X)
Filter created by Must be configured manually. X is the name of the interaction queue.