Desktops, Laptops and OS
Networking and Communications
Servers and Server OS
Software and Web Development
with other members or
your contacts to the community.
+ invite connections
an existing group to participate in the group discussions or
a new group of your own to create discussions around topics of interest to you and your work.
+ create group
new info to your ITmodelbook. You can find white papers, technology reports, business analysis, webinars, presentations and more. You can also share your own authored content and resources you like by adding this info.
+ add resource
Resources you may like
Contact Handle Time | Metric of the Month
Share within ITmb
Share This Resource
Share with: Connections
Share with: Groups
Contact handle time is the average time that an agent spends on an inbound contact, including talk time, chat time, wrap time, and after call or after chat work time (ACW). For non-live contacts, such as email, voice mail, and faxes, the contact handle time is the average time that an Agent spends working on the contact before escalating or closing out the ticket.
Please note that contact handle time is not the same as mean time to resolve (MTTR). MTTR, sometimes called cycle time, is the average elapsed time from the beginning of an incident or service request, until the ticket associated with the incident or service request is closed out. So while the total handle time for an incident may be only 10 minutes, unless the ticket is resolved on first contact the MTTR will be longer than the handle time. In fact, the MTTR can be substantially longer than the handle time depending upon how much after call work is required to resolve the issue, and whether the ticket is escalated to another level of support for resolution.
Select Subject Area
Contact Handle Time, Call Center KPIs, Contact Center KPIs, Service Desk KPIs, Desktop Support KPIs
Jeff Rumburg | MetricNet
The resource is available from the link above.
Latest reports from top IT companies:
© ITmodelbook 2012-2019.