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Handle Time Variance

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  • 1.  Handle Time Variance

    Posted 01-20-2021 19:25
    Hello Genesys!
    I've been searching for any information about 'Average Handle Time'; in the Genesys glossary, the definition is, "The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time."

    I'm finding this definition to be incorrect, as the calculations are not matching up:
    • Average Handle Time: 34m13s
      • Average Talk Time: 14m11s + Average Hold Time: 29m51s + Average Call Wrap: 58s = 44m2s

    Can someone please clarify:
    1. What does "Average Handle Time" consist of?- Or why is doesn't calculate, as above? 
    2. Is "Handle Time" treated the same for all media types? 
      1. Ex. 'Hold' has a variance between voice and email. 
    Thank you!
    #Reporting/Analytics

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    Chrissy Vining
    Uplift Inc
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  • 2.  RE: Handle Time Variance

    Top 25 Contributor
    Posted 01-24-2021 18:52
    With these averages, you have to look at the underlying calculation for each view.  Some average talk times take into account tTalk while others use tTalkComplete.  Each can report different averages based on the number of segments.  A good explanation is here:  https://developer.mypurecloud.com/api/rest/v2/analytics/metrics.html

    Let me know if that does not clear things up and let me know which view you are looking at.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Handle Time Variance

    Posted 01-25-2021 12:17
    Hi Robert,
    Thank you for replying back. I appreciate you trying to break this down for me.
    The view I'm looking at is, Performance Menu> Queues Activity > Performance Tab; i'm still not 100% that I understand the underlying calculation. I have not seen any function or report within Genesys about tTalkComplete.

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    Chrissy Vining
    Uplift Inc
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  • 4.  RE: Handle Time Variance
    Best Answer

    Top 25 Contributor
    Posted 01-25-2021 12:56
    Check out the columns here:  Queues Performance Detail view - Genesys Cloud Resource Center (mypurecloud.com)


    The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

    Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled


    In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.

    Total Handle

    The total amount of time agents spend handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

    Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time)



    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Handle Time Variance

    Posted 01-26-2021 13:34
    Hi Robert,
    Got It! My lightbuld turned on, lol. Thank you for being patient with me and walking me through it.

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    Chrissy Vining
    Uplift Inc
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