question

brandon-kofer16261 avatar image
brandon-kofer16261 asked ·

Total Handle Time calculation

Can someone tell me why the Total Handle Time of an Agent does not equal the value of Call Length times when I add it up for that Agent? Total Handle Time is always higher than the sum of the Call Length for all calls made by the Agent? I was under the impression they would be equal? Does Call Length not include something?
General Topic
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

jessica-community-moderator avatar image
jessica-community-moderator answered ·
Hey Brandon, 

Here's a Live Report User Guide-- hope it helps clarify some things! 
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

william-robinson7051 avatar image
william-robinson7051 answered ·

There is still issues with the Analytics - Performance Report - User Report. It under reports the time on the phone because it is not including Ring Time on outgoing calls, including call that are not connected.

Total Handle Time etc essentially missing out the Ring Time of outbound calls. Example of difference below

User makes 100 calls in day,

30 do not connect but have a avg Ring Time of say 40 Seconds

70 do connect but have a avg Ring Time of say 12 seconds and a talk time of say 60 seconds.

This would give the USER then the following Call Length (ie time on phone) of

Connected calls 70 x 1min 12 seconds = 1hr 24 mins

Not connected calls 30 x 40 seconds = 20mins

Total Call Length of outgoing calls would be then 1hr 44mins, vs your Total Handle Time (out) of 1hr 10mins, a difference of 34mins, or 48.57% difference in time on the phone.

This data is in your CALL report (a section of performance, and by call). You just need to add it to the User report as follows pls,

Total Outbound Calls Connected (count of calls that connect)

Total Outbound Calls Not Connected (count of calls that do not connect)

Total Call Length - (all outbound calls (connect and not connect) - Ringtime + Call Time) + your Total Inbound Handle Time

Total Call Length Outbound - (all outbound calls (connect and not connect) - Ringtime + Call Time)

Total Call Length Outbound - Connected (Ringtime + Call Time)

Please Please can you make this happen. As it is vital to user assessment of time on phone!



1 comment
1 |1500 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Hello @william-robinson, apologies! We are still improving, it would be best if you open a case HERE, and our phone support will explain our analytics further. Thank you for your patience in this matter.

0 Likes 0 ·

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces

Work together.
From anywhere.

Team messaging, video meetings
and phone - all in one app.


Get the new RingCentral app