Hello Sittisak,
It really depends on the interactions.
Avg Talk Time - Talk time per interaction segment/# of talk segments
Avg Handle Time - (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled
Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.
For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
As such, it would be worth checking any example you have against these calculations to clarify why the average talk is higher than the average handle and in which intervals the metrics were recorded.
I am going to move this thread to the Reporting & Analytics Community
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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