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