Handle time (teammate)

Term name

Handle time (teammate)

Purpose

Track the time teammates spend working on a reply that does not use a suggested reply, before it is sent.

Definition

The time from when a teammate clicks and views a conversation, to when they send an outbound reply that did not use a suggested reply. The timer runs the entire time the conversation stays open. Doesn't take business hours or shifts into consideration. Some exceptions apply.

The average is calculated by taking the total handle time across all replies that did not use a suggested reply, divided by the number of replies that did not use a suggested reply.

Location & attribution

• Custom report

  • Line chart

  • Key metrics chart

• Suggested replies report

  • Key metrics chart

  • Suggested replies over time graph

  • Suggested replies by teammate table

FAQ

• See this article to learn more about the handle time metric.