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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Original Message:
Sent: 06-13-2023 04:23
From: Ahmed Algammal
Subject: Avg. Handle time Calculation
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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