Just noticed that the handle time metric for our primary SMS queue includes the entire post-interaction wrap-up duration, whereas the voice queue metrics exclude it. This inconsistency is making it difficult to benchmark agent efficiency across channels in the standard performance dashboard. The environment is running the latest stable release, and we have verified that the wrap-up codes are applied consistently in the flow architecture.
Could someone clarify if this is the intended behavior for digital channels? We are relying on these metrics for our Q3 performance reviews, and the discrepancy suggests that SMS agents are being penalized for administrative tasks that voice agents are not. We have checked the queue settings and the flow logic, but there is no obvious configuration option to align the calculation methodology. The data export from the conversation detail view confirms that the wrap-up time is being added to the handle time for SMS, but not for voice. This seems to contradict the standard definition of handle time as talk time plus hold time. Any guidance on how to standardize this metric or adjust the dashboard view to reflect true agent engagement time would be appreciated.