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  • 1.  Avg Handle Time for specific topics

    Posted 05-05-2025 16:59
    No replies, thread closed.

    Hello - does any one know. How we can get the Avg Handle Time for specific topics? Tried using different reports and not getting the consistent result. Used below methods. 

    1. Used topic trend - applied date filter, selected the desired topic and navigated to content search, exported the report and then manually calculated.
    2. Used Queue Performance report and then switched to Topics tab. 
      1. But here after i apply the filter for a selected topic - Avg Handle time shows as N/A. 
      2. I can also select specific topic column but that does not seems to be giving right result. 

    Any help on this front from anyone will be appreciated. 


    #PerformanceViews

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    suyog
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  • 2.  RE: Avg Handle Time for specific topics
    Best Answer

    Posted 05-05-2025 17:58
    No replies, thread closed.

    Not sure about right now, but there is something in Development

    See comment to idea: https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-174 which has been merged with idea https://genesyscloud.ideas.aha.io/ideas/STA-I-51



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    Anton Vroon
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