Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on February 12, 2019, 08:04:18 PM

Title: What is the best Handle Time
Post by: PFCCWA on February 12, 2019, 08:04:18 PM

Hello,
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 :
[b](time) inbound+consult+hold+dialing+outbound+internal+outbound
/
(number) inbound+internal+outbound[/b]

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.

thanks,

Title: Re: What is the best Handle Time
Post by: cavagnaro on February 12, 2019, 08:53:41 PM

???
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

Title: Re: What is the best Handle Time
Post by: vmc on February 13, 2019, 09:33:27 AM

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.

Sent from my Redmi Note 3 using Tapatalk