Teammate handle time (avg)

Term name

Teammate handle time (avg)

Purpose

Track the time teammates spend drafting a message without Copilot before it is sent.

Definition

Time between starting an outbound reply draft without Copilot and sending it. Doesn't take business hours or shifts into consideration. Some exceptions apply.

The average is calculated by taking the sum of the time spent drafting a message without Copilot for all conversations, divided by the total number of replies that did not use a suggested reply.

Location & attribution

• Copilot report

  • Key metrics chart

  • Copilot over time graph

FAQ

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