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formula of calculating the Handling time

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daniel26

daniel26

Technical User
Jun 18, 2007
18
SD
What is the formula of calculating the handling time on CC6 symposium?? Is it only the talk time or it is the talk time in addition to the break time and ringing time??
Can someone help me. Thanks.
 
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Talk time is just that: talk time. It does not include break time or ring time. It DOES include hold time (agent putting caller on hold). Refer to the Historical Reporting and Data Dictionary.
 
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