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.
------------------------------

Is there any clue to this?

Original Message:
Sent: 06-23-2020 16:53
From: Emily Kammerer
Subject: Interacting vs Total Handle

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.
------------------------------

I ended up opening a case with Customer Care after posting this. Here is what they said (as of 8/2020):

The main crux of interacting vs handle time is that these metrics track different things. Handle time is related to what's happening on a conversation and would be counted based on the time stamps of the individual segments in the conversations data. "Interacting" is a routing status and is tracked on when the actual agent comes in and out of that status. Conversation data typically comes from time stamps provided by the edge. Status data comes from time stamps of when those actions are completed in assignment service. The time stamps of when these two different actions are completed can vary, they won't be time stamped at the same precise thousandth of a millisecond.    

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 07-12-2023 05:23
From: Mostafa Awad
Subject: Interacting vs Total Handle

Is there any clue to this?

Original Message:
Sent: 06-23-2020 16:53
From: Emily Kammerer
Subject: Interacting vs Total Handle

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.
------------------------------

Adding a bit more context to this.  The differences and different use case become clear when you have an agent handling multiple conversations simultaneously.  The common example is an agent that has an email or two assigned while also being available to concurrently handle one voice or one chat.  When the agent is connected to an email and a voice conversation simultaneously, they'll accrue handle time for both conversations at the same time.  The routing status of interacting will be unaffected whether the agent is connected to one conversation or multiple.  Data wise, interacting represents the agent's queue activity in a singular stream.  Handle will be able to represent that they were multitasking.

If your agents are not typically connected to more than one conversation at the same time, comparing interacting and handle time will net a similar value.  Like the support engineer mentioned, they do source from different systems so slight differences in the time stamps of the events will cause them to not net the exact same value. 

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX
------------------------------

Original Message:
Sent: 07-12-2023 06:30
From: Emily Kammerer
Subject: Interacting vs Total Handle

I ended up opening a case with Customer Care after posting this. Here is what they said (as of 8/2020):

The main crux of interacting vs handle time is that these metrics track different things. Handle time is related to what's happening on a conversation and would be counted based on the time stamps of the individual segments in the conversations data. "Interacting" is a routing status and is tracked on when the actual agent comes in and out of that status. Conversation data typically comes from time stamps provided by the edge. Status data comes from time stamps of when those actions are completed in assignment service. The time stamps of when these two different actions are completed can vary, they won't be time stamped at the same precise thousandth of a millisecond.    

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 07-12-2023 05:23
From: Mostafa Awad
Subject: Interacting vs Total Handle

Is there any clue to this?

Original Message:
Sent: 06-23-2020 16:53
From: Emily Kammerer
Subject: Interacting vs Total Handle

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.
------------------------------

Hi Emely,

If I compare the numbers it seems Total Handle is the same as Total Interacting + Total Dialing

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

Original Message:
Sent: 06-23-2020 16:53
From: Emily Kammerer
Subject: Interacting vs Total Handle

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.
------------------------------

Hi Jan

I'm not finding that to be the case with my org. Perhaps it is related to differences in configurations 

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 07-12-2023 07:42
From: Jan Heinonen
Subject: Interacting vs Total Handle

Hi Emely,

If I compare the numbers it seems Total Handle is the same as Total Interacting + Total Dialing

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 06-23-2020 16:53
From: Emily Kammerer
Subject: Interacting vs Total Handle

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.
------------------------------

Ah, sorry

I misinterpreted the data you provided.

They don't add up at all :)

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

Original Message:
Sent: 07-12-2023 09:31
From: Emily Kammerer
Subject: Interacting vs Total Handle

Hi Jan

I'm not finding that to be the case with my org. Perhaps it is related to differences in configurations 

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 07-12-2023 07:42
From: Jan Heinonen
Subject: Interacting vs Total Handle

Hi Emely,

If I compare the numbers it seems Total Handle is the same as Total Interacting + Total Dialing

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 06-23-2020 16:53
From: Emily Kammerer
Subject: Interacting vs Total Handle

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.
------------------------------

Interesting discussion and I will follow it to see where it goes.

I don't have an answer, but I do have questions, given your scenario...

1. Are you dealing solely with voice here? (Or at least, one interaction at a time.) I can see your calculation breaking down if an agent is servicing multiple interactions at the same time (unless the system is intelligent enough to exclude time spent with an interaction in the "background" from interaction time...)
2. Kinda related to the above, what are your agents doing when they place someone on hold? If hold time is excluded from interacting time, but your agents are using the time to work on the customer's issue, then surely your calculation wouldn't give them "credit" for that work?

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Original Message:
Sent: 06-23-2020 16:53
From: Emily Kammerer
Subject: Interacting vs Total Handle

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.
------------------------------

This is interesting as I at some point will have to explain this to customers :)

In some examples I looked at the time differed with an hour over a 6 hour workday so will have to look into it when I have time to find a reasonable explanation.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

Original Message:
Sent: 07-12-2023 10:28
From: Paul Simpson
Subject: Interacting vs Total Handle

Interesting discussion and I will follow it to see where it goes.

I don't have an answer, but I do have questions, given your scenario...

1. Are you dealing solely with voice here? (Or at least, one interaction at a time.) I can see your calculation breaking down if an agent is servicing multiple interactions at the same time (unless the system is intelligent enough to exclude time spent with an interaction in the "background" from interaction time...)
2. Kinda related to the above, what are your agents doing when they place someone on hold? If hold time is excluded from interacting time, but your agents are using the time to work on the customer's issue, then surely your calculation wouldn't give them "credit" for that work?

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 06-23-2020 16:53
From: Emily Kammerer
Subject: Interacting vs Total Handle

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.
------------------------------