matthew | 2020-01-16 10:52:38 UTC | #1
Hi, Can you explain how purecloud calculates handle time for emails? Does it include the wait time for emails to be responded to?
thanks.
Matthew
tim.smith | 2020-01-16 16:37:00 UTC | #2
tHandle is documented as:
The complete time an agent spent on an interaction, includes time spent contacting, time spent dialing, talk time, hold time, and after call work.
system | 2020-02-15 16:37:04 UTC | #3
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