Total Handle Time calculation

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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?
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Brandon Kofer

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Posted 1 year ago

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Jessica - Community Moderator, Official Rep

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Hey Brandon, 

Here's a Live Report User Guide-- hope it helps clarify some things!