Question
How is Handling time measured for email interactions in 8x8 Analytics?
Applies To
- Analytics for 8x8 Contact Center
Answer
Analytics for Contact Center measures the handling time of an interaction from the moment an agent accepts the offer until wrap up starts. For email interactions, the handling time will always be 0 because the events that mark the start and the end of the Handling Time metric will happen at the same time.
Given this, all the processing time for the email interaction is measured within the Wrap Up Time slot.
Example of how this might look in a report: