In the Messaging tickets dataset, how is the Handle time metric being calculated?
The Handle time metric is the time agents spend interacting with an end user on a messaging ticket. The metric is measured per ticket.
The handle time of a ticket is an aggregation of the time between the start/restart and pause events mentioned below.
The timer starts or restarts when:
- The agent is first assigned to the ticket. (Start)
- The end user sends a response, reopening the ticket. (Restart)
- The agent sends a message to a Pending, On-hold, or Solved ticket. (Restart)
The timer pauses when:
- The ticket is submitted as Pending, On-hold, or Solved.
- The ticket is unassigned from the agent or re-assigned to another group or agent.
- The ticket is deleted.
- The agent’s capacity is released automatically after 10 minutes of no messages from the end user.
If an agent sends a message to a Pending/On-hold/Solved ticket, the few seconds involved in sending the message counts toward the Handle time metric. If an end user sends a message to a Pending/On-hold/Solved ticket, the few seconds involved in sending the message also counts toward the Handle time metric. The end user’s message counts because it reopens the ticket, restarting the timer. However, because the agent is not available at the moment, the timer pauses when the message is received.
For more information, see these articles: