You certainly can, if you use the api GET /api/v2/analytics/conversations/{conversationId}/details
You will see get that break down in the conversation result.
You will have multiple participants and those participants will have one ore multiple sessions, it is under sessions that metrics are recorded.
The full result is to much to share, but just tacking the metrics for 1 participant (the agent) and showing just the metrics, you can see each handle time metric for this agent, for the 3 sessions they were involved in for the same message.
[
[
{
"emitDate": "2024-05-01T00:56:02.163Z",
"name": "tAnswered",
"value": 188
},
{
"emitDate": "2024-05-01T00:57:33.355Z",
"name": "nError",
"value": 1
},
{
"emitDate": "2024-05-01T00:57:38.243Z",
"name": "oMessageTurn",
"value": 1
},
{
"emitDate": "2024-05-01T00:57:38.243Z",
"name": "tAgentResponseTime",
"value": 190844
},
{
"emitDate": "2024-05-01T00:57:38.243Z",
"name": "tTalk",
"value": 96080
},
{
"emitDate": "2024-05-01T00:57:38.243Z",
"name": "tTalkComplete",
"value": 96080
},
{
"emitDate": "2024-05-01T00:57:41.099Z",
"name": "tAcw",
"value": 2856
},
{
"emitDate": "2024-05-01T00:57:41.099Z",
"name": "tHandle",
"value": 98936
}
],
[
{
"emitDate": "2024-05-01T00:58:34.906Z",
"name": "tAnswered",
"value": 205
},
{
"emitDate": "2024-05-01T00:58:44.589Z",
"name": "tAgentResponseTime",
"value": 10407
},
{
"emitDate": "2024-05-01T00:58:44.589Z",
"name": "tTalk",
"value": 9683
},
{
"emitDate": "2024-05-01T00:58:44.589Z",
"name": "tTalkComplete",
"value": 9683
},
{
"emitDate": "2024-05-01T00:58:52.910Z",
"name": "tAcw",
"value": 8321
},
{
"emitDate": "2024-05-01T00:58:52.910Z",
"name": "tHandle",
"value": 18004
}
],
[
{
"emitDate": "2024-05-01T01:01:18.139Z",
"name": "tAnswered",
"value": 219
},
{
"emitDate": "2024-05-01T01:02:03.813Z",
"name": "tAgentResponseTime",
"value": 46687
},
{
"emitDate": "2024-05-01T01:02:03.813Z",
"name": "tTalk",
"value": 45674
},
{
"emitDate": "2024-05-01T01:02:03.813Z",
"name": "tTalkComplete",
"value": 45674
},
{
"emitDate": "2024-05-01T01:02:06.090Z",
"name": "tAcw",
"value": 2277
},
{
"emitDate": "2024-05-01T01:02:06.090Z",
"name": "tHandle",
"value": 47951
}
],
[
{
"emitDate": "2024-05-01T01:02:30.557Z",
"name": "tAnswered",
"value": 19607
},
{
"emitDate": "2024-05-01T01:02:37.544Z",
"name": "tAgentResponseTime",
"value": 27219
},
{
"emitDate": "2024-05-01T01:02:37.544Z",
"name": "tTalk",
"value": 6987
},
{
"emitDate": "2024-05-01T01:02:37.544Z",
"name": "tTalkComplete",
"value": 6987
},
{
"emitDate": "2024-05-01T01:02:40.518Z",
"name": "tAcw",
"value": 2974
},
{
"emitDate": "2024-05-01T01:02:40.518Z",
"name": "tHandle",
"value": 9961
}
]
]
------------------------------
Anton Vroon
------------------------------
Original Message:
Sent: 05-16-2024 16:14
From: Sujatha Ganapathy
Subject: Handle time broken down
Thank you
Guessing you meant that i cannot see the breakdown at the interaction level on time spent at each queue.
I do see that information when i pull the timeline, looking if i can do it within the interaction record that i can download.
------------------------------
Sujatha Ganapathy
Connect Holding LLC
Original Message:
Sent: 05-13-2024 22:38
From: Anton Vroon
Subject: Handle time broken down
Hi Sujatha,
I'm assuming you are looking at Total Handle in the Interaction view?
When looking at queue performance that will show AHT for only that queue's portion.
But if you want to see at an interaction level, the AHT by queue, you will need to build your own report feeding in the conversation data, I don't think there is a performance view that will show you that.
Just keep in mind, Talk / ACW etc is captured under the agent participant, so handle time is an agent metric.
------------------------------
Anton Vroon
Original Message:
Sent: 05-13-2024 17:09
From: Sujatha Ganapathy
Subject: Handle time broken down
Hi there,
If a call was answered at Q1, and was transferred to Q2, Q3 etc,
the handle time metric we see is the sum of all the time on those different queues.
However, if i want to see the individual time break down on each of the queue as data(without having to go to the timeline for each call)
- how would i view or measure that ?
#Reporting/Analytics
------------------------------
Sujatha Ganapathy
Connect Holding LLC
------------------------------