Author Topic: What is the best Handle Time  (Read 523 times)

Offline PFCCWA

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What is the best Handle Time
« on: February 13, 2019, 05:04:18 AM »
I am interested in knowing what is used for handle time at the moment?
I know there is no correct way as it could be dependent on the end user requirements.
We are using :
(time) inbound+consult+hold+dialing+outbound+internal+outbound
(number) inbound+internal+outbound

there is no in-call status split between inbound,outbound and internal so these are always included. We also have cases where the agents make outbound calls and may perform consult.


Offline cavagnaro

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Re: What is the best Handle Time
« Reply #1 on: February 13, 2019, 05:53:41 AM »
Handle Time is Business dedicated time for a customer interaction.
So Inbound/Outbound+ACW Status Time

If you are doing a division then guess you want Average Time?

In your division why you also don't add up consult+hold?? If you are measuring Status then add them too...

Internal...that is not business related usually as it was a private call or without customer

Offline vmc

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Re: What is the best Handle Time
« Reply #2 on: February 13, 2019, 06:33:27 PM »
Definitely include acw. I wouldn't necessarily count number of hold statuses in the divided by section though as you may skew your figures where one call had multiple holds etc.

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