Engage Digital | Average handling time (Routing mode only) report

Last updated on November 24, 2021

Table of contents

The Average handling time report shows — per agent — the time spent on an ongoing interaction, with or without a conversation, as well as the total time spent on ongoing digital interactions. The overall figure is an average of the time spent per conversation and per agent.
 
The data provided by this report makes it possible to determine the average time an agent spends responding to a client (‘with conversations’) and the time spent on interactions you’re not replying to (‘without conversation’). For more details, see the Conversation times section below.
 
If an agent switches from one interaction to another (from interaction 1 to interaction 2), the count stops for interaction 1 and starts for interaction 2. This is the most reliable way of measuring productivity. Note that if an interaction was transferred or if several agents replied, the time spent by each agent who worked on the interaction will be counted.

To get the average handling time per conversation, you can generate an export of conversations, adding the field handling_time. The global time on the page is an average per conversation and per agent. If transfers between agents are many, the total conversation time is longer.
View of additional info when you hover your mouse over a group component
The table contains the following data:
  • AverageThe average time spent on interactions with conversations (total with conversation divided by the conversations count).
  • Total with conversations: The total time spent on the interactions to which a reply was sent. This is visible only if you filter the report per conversation.
  • Conversations count: The number of conversations handled by the agent over the selected period. Note that several agents may have worked on the same conversation. The total time may therefore be higher than the conversations count over the period. This is visible only if you filter the report per conversation.
  • Total without conversation: The time spent on interactions without a conversation (archiving, categorizing, transferring). This is visible only if you filter the report per conversation.
  • Total: The total with conversations + total without conversations.

Conversation times

As soon as you switch from one interaction to another, or close an interaction, the tool will check whether the interaction has a conversation or not, and allocate the time either in the ‘with conversations’ or ‘without conversation’ timers.
 
Here are some examples:
  • Without conversation: You accept the interaction, read the message, categorize and close the interaction. You spent 30 seconds on these actions. By the time you close the interaction, there has been no open conversation (you have not responded to the client), so we assign 30 seconds to the without conversation time
  • With conversation: You accept the interaction, read the message, reply to the customer, and close the interaction. You spent 5 minutes on these actions. By the time you close the interaction, a conversation has been opened (you have responded to the client), so we assign 5 minutes to the with conversation time

Mixing ‘without conversation’ / ‘with conversation’

You accept interaction 1, read the message for 45 seconds. You switch from interaction 1 to interaction 2. As you exit interaction 1, the timer for this interaction stops. The tool checks whether there is an open conversation or not and allocates the time accordingly. Here you did not answer the client (no conversation) so the 45 seconds spent on the interaction will go into the ‘without conversation’ timer.
 
You return to interaction 1 to answer, and spend 3 minutes on this interaction. By the time you close the interaction, a conversation has been opened (you have sent a reply to the client), so we assign 3 minutes in ‘with conversations.’
 
To sum up, there will be 45 seconds ‘without conversation’ and 3 minutes ‘with conversation’ on this interaction. 
 
Please note: This behavior only occurs if you switch interactions during processing. Otherwise, case 1 or 2 applies.
 
An ongoing interaction is an interaction that is selected, and whose content is visible on screen. As long as an interaction is selected in the Routing mode, it remains active, even if the agent is working in another window.

Interpreting results: tracking agents’ activity and performance

First, you can have a look at the average per agent to find out which agents spend more time (on average) on active interactions.
 
Be careful when comparing agent data: a level 2 agent will spend more time on a conversation than a level 1 agent dispatching interactions by categorizing them. The majority of the handling time for a level 1 agent will therefore go to his total without conversation, while the majority of the handling time for a level 2 agent will go to his total with conversations.

It is also necessary to check the conversations count per agent. Indeed, an agent can have a very low average (and therefore very good) but a small number of conversations.

Measuring an agent’s actual working time

For the second agent in the list, his actual working time is 38m19s. This represents the total time spent categorizing the interaction, answering it, transferring it to another agent, as well as the time spent thinking about a reply (whether a conversation is open or not).
View of additional info when you hover your mouse over a group component
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