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 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,
???
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
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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