ykale | 2018-04-17 06:27:33 UTC | #1
Hello ,
What is the difference between the Handling of Calls and Answering of Calls? How are these 2 metric different?
Regards,
tim.smith | 2018-04-17 13:21:18 UTC | #2
Per the Metrics documentation:
- tAnswered - The amount of time an interaction waited to be connected to an agent.
- tHandle - The complete time an agent spent on an interaction, includes talk time, hold time, and after call work.
ykale | 2018-04-17 23:23:25 UTC | #3
Thank you Tim, this helps from "Time" perspective.
How is the difference from "Count" perspective ?
Regards,
tim.smith | 2018-04-18 14:01:59 UTC | #4
The count property gives you the count of conversations that contributed to the metric.
ykale | 2018-04-18 23:59:32 UTC | #5
Thank you Tim, this helps.
system | 2018-05-20 00:14:05 UTC | #6
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 2747