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Handling Time in Agent Status Time on Status versus Agent Interactions Summary
8x8 Support

Handling Time in Agent Status Time on Status versus Agent Interactions Summary

 

Symptom

Handling Time in the Agent Status - Time on Status report for Analytics for 8x8 Contact Center is different compared to the Handling Time of Agent Interactions - Summary.

Explanation for Handling Time

Agent Status - Time on Status
The total time the agent has spent in the Offering and Handling states (from the moment the interaction is accepted by the agent until it is terminated)

Agent Interactions - Summary
The total time the agent has spent in the Handling state (from the time that an interaction is accepted by an agent until it is terminated)    

Conclusion

Agent Status - Time on Status will also calculate the time when the agent is offered the interaction in the Handling Time.