Can anyone clarify why the Average Handle Time metric on the Queue Performance dashboard consistently differs by approximately 45 seconds from the sum of Talk Time and Wrap-up Time found in the individual Conversation Detail view? This variance is impacting our SLA reporting accuracy for the current quarter.
Make sure you verify the exact definition of Handle Time within your specific queue configuration. In many standard setups, Handle Time is not simply Talk Time plus Wrap-up Time. It often includes Hold Time and Post-Call Work Time (if configured separately from Wrap-up) or even Time in Queue depending on the reporting view settings. The Queue Performance dashboard usually aggregates these fields based on the global reporting profile, while the Conversation Detail view might only display the core interaction metrics. Check if your queue has “Include Hold Time in Handle Time” enabled, as that 45-second variance strongly suggests agents are placing calls on hold before wrap-up.
Review the metric definitions in the Analytics application under the Queue Performance view. Navigate to the metric settings and expand the Handle Time field to see its component breakdown. If you need a precise custom calculation that matches your SLA requirements, you might need to create a custom report using the Data Studio or Analytics API. For example, when pulling data via the API, ensure you are summing talk_time, hold_time, and wrap_up_time explicitly if those are your target components. The default dashboard view often applies system-level definitions that can vary by region or tenant settings. Adjusting the report columns to explicitly show each component will help isolate where those extra seconds are accumulating. Consistency in metric definitions across dashboards and detail views is key for accurate WFM forecasting and performance tracking.