How is the Handle time metric calculated in the Messaging tickets dataset?

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  • Nick

    Erin O'Callaghan Is the handle time calculated for each agent separately in case there is more than one agent working with the same messaging ticket?

    For example, agent A started working with a ticket, in 15 minutes agent's shift is over and the ticket is reassigned to agent B who worked with the ticket for another 10 minutes. In the ZD statistics, will both numbers be added to the median handle time calculation of each agent?

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Nick,

    Handle time is measured per messaging ticket, not per agent. In this example, the handle time of the ticket should be the total time spent by Agent A and Agent B and median handle time would be median of total handle time per messaging ticket across all messaging tickets. 




  • harry log

    thank you great information

  • Cam Santos

    Prakruti Hindia Is there a way to measure handling time per agent in messaging?

  • Alex Zheng
    Zendesk Customer Care
    Hey Cam,
    The best way to split it up would be to use the assignee name attribute. The only issue would be tickets if the assignee is changed later on or if there are multiple agents on the ticket itself.
  • Ryen Manes

    If the ticket is idle for 10 minutes and no messages are sent so the agents capacity is released, is the 10 min of idle time included in the handle time?

    Or is the 10 min of idle time subtracted from their handle time?

  • Alex Zheng
    Zendesk Customer Care
    Hey Ryen,
    If the agent does not send a single message while the end user was there then no handle time is considered. If the agent sends a message and then 10 minutes go by without any messages then those 10 minutes would be included in the handle time as long as none of the other pause conditions are met.

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