Hoping to get some clarification around the correlation between 'interacting' and 'total handle' in the agent views.
Per the resource center -
Agent Status Summary View - interacting = the time the agent was handling interactions
Agent Performance Summary View - total handle = talk time + hold time + after-call work, and for outbound calls, dialing time + contacting time
I am comparing these two metrics for agents, and they are close but not the same. Based on the individual metrics that make up total handle, I cannot find one (or more) that accounts for the difference between the two.
Here is the data for a few agents. My end goal is to get to a 'working time' metric, which combines time spent on/after calls and idle time (from the Agent Status Summary).I hope to use interacting time for the call-handling piece, but need to be able to verify what specifically it is/includes is a necessity.
|
Agent Status |
Agent Performance |
Calculations |
Agent Name |
Interacting |
Total Handle |
Total Talk |
Total Hold |
Total ACW |
Total Alert - No Answer |
Total Alert |
Total Contacting |
Total Dialing |
Handle-Interact |
Talk + Wrap |
Talk+Hold+ACW+Dial+Contact |
Talk+Hold+ACW |
agent 1 |
1797584 |
1800907 |
1110401 |
|
695000 |
|
2526 |
|
|
3323 |
1805401 |
1805401 |
1805401 |
agent 2 |
4932488 |
4958211 |
3784599 |
|
1185000 |
|
4149 |
13 |
49 |
25723 |
4969599 |
4969661 |
4969599 |
agent 3 |
7211277 |
7211901 |
6173340 |
|
1044000 |
|
2555 |
|
|
624 |
7217340 |
7217340 |
7217340 |
#Reporting/Analytics------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
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