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  • 1.  Avg. Handle time Calculation

    Posted 06-13-2023 04:24
    No replies, thread closed.

    What does the highlighted part means? How after call work overlaps with the talk time or hold time?

    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)

    Sometimes, as after-call work overlaps with the talk time or the hold time, this sum of the cumulative metrics represented in Total Handle is not the same as the Handle metric, which eliminates any overlap.

    #Reporting/Analytics

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    Ahmed Algammal
    SEERA Group
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  • 2.  RE: Avg. Handle time Calculation

    Posted 06-29-2023 15:18
    No replies, thread closed.

    If an agent has Utilization set to allow multiple interactions (1 voice, 2 email, 2 chat, whatever) the ACW time for one interaction will overlap with the talk/hold time for another interaction.



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    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
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  • 3.  RE: Avg. Handle time Calculation

    Posted 06-30-2023 18:05
    No replies, thread closed.

    I have a slightly different question, but same concept of "AHT Calculation." When looking at this on an agent view, is it showing only the agent's involvement in the interaction or does it include previous agents' involvement? 



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    Shelby Cronk
    ConvergeOne, Inc.
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    Original Message


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