What is tHandle made up from?

[angusw]

Hey guys,

I've read in metrics

tHandle : The complete time an agent spent on an interaction, includes time spent contacting, time spent dialing, talk time, hold time, and after call work.

So is the sum of tTalkComplete, tHeldComplete, tContacting, tDialing and tACW ?

Am I missing any metrics here, because my calculations are suggesting im missing something?

[anon11147534]

Hi,

I'm not entirely sure what tHandle is made up of.
The description of it is:

The complete time an agent spent on an interaction, includes time spent contacting, time spent dialing, talk time, hold time, and after call work.

Have a look at the different conversation aggregate metrics in this metrics article and see if tHandle can be calculated using a combination of other metrics such as tAlert, tCallback, tCallbackComplete and other metrics that represent time an agent spent on an interaction.

[angusw]

[Jerome.Saint-Marc]

Hello,

Here is the link Ronan is referring to (there was a typo in the link): Metrics

Regards,

[angusw]

Hi Jerome,

Yes I understand that I've studied that page immensely -- what exactly is tHandle made from? Is it more than the metrics mentioned in the definition in the metrics page?

[Jerome.Saint-Marc]

Yes. That's what the description of Handle Time says: The complete time an agent spent on an interaction, includes time spent contacting, time spent dialing, talk time, hold time, and after call work

tHandle is not computed out of the sum of tTalkComplete, tHeldComplete, tContacting, tDialing and tACW metrics.
tHanlde is computed out of the start/end time of corresponding segments in a conversation context (Conversation API). It will start after the interaction is answered (when alerting ends/when first talk segment starts) until the ACW is completed (when ACW ends).

So if you make a sum of tTalkComplete, tHeldComplete, tContacting, tDialing and tACW, there might be few hundred ms difference with tHandle (as an example - ACW segment starts a few hundred ms before the interaction is considered disconnected).

If you see more than that - several seconds - I would suggest to open a ticket with Genesys Cloud Customer Care so they can investigate. We don't have access to and can't investigate customer data on the forum.

Regards,