handle time
The handle time definition varies by interaction type.
| Interaction type | Handle time definition |
|---|---|
| inbound call | The sum of talk time, hold time, and after-call work time. |
| interactive voice response (IVR) | The average amount of time a caller spends in the IVR before the caller either hangs up or is forwarded to the Agent queue. |
| outbound call | The sum of talk time and after-call work time. |
| This is the total time, including after work time, to process an email transaction. | |
| fax | This is the total time, including after work time, to process a facsimile transaction. |
| web chat | This is the total time, including after work time, to process a web chat transaction. |
| white mail | This is the total time, including after work time, to process a white mail transaction. |
| social media | This is the total time, including after work time, to process a social media transaction. |
Related terms