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

Question

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

Applies To

  • Analytics for Contact Center
  • Handling Time

Answer

Agent Status - Time on Status

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

Agent Interactions - Summary

This report shows 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).

 

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