Agent Handle Time

AKA: Handle Time, Agent Handle Time Percent, Agent Handle Percent Time, Max Agent Handle Time, Min Agent Handle Time, Agent Avg Handle Time, Avg Agent Handle Time

Statistic Name	Description	Function/Formula	API Name
Agent Handle Time	The amount of time that elapsed from when an agent accepts a work offer to when they end their wrap-up phase for a given date range. Handle Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).	Maximum, Minimum, Average, Percent

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Interaction Summary

Interaction Summary by Agent

Interaction Summary by Contact Point

Interaction Summary by Flow

Interaction Summary by Queue

Interaction Detail

Interaction Detail by Agent

Interaction Detail by Queue

Agent Quality

Agent Performance

Message Detail

Agent Status Summary

Agent Summary by Queue

Interaction Detail by Contact

Service Level by Queue

Performance by Queue

Performance by channel

Disposition Summary

Queue Interval Detail

Queue Sub Interval Detail

Message Detail

Recording & Messaging by Agent

Interaction Agent

Agent Interval