Agent - Contact Handling Time

The Agent Contact Handling Time reports show group- and agent-specific contact handling times over time periods. Reports are based on the data in the Contact universe in SAP BusinessObjects Business Intelligence. There are 4 reports; the annual, monthly, weekly, and daily reports have similar structure and data content. Only the reported time intervals are different.

Reports replace the Contacts per Agent report of previous versions, and deliver agent productivity and performance metrics, such as:

How long time my agents spend on average in contacts handling and wrap-up?
What is the contacts handling performance of my agents and teams?
How markable are performance differences between my teams, or individual agents?

The Agent - Contact Handling Time reports are sorted by Group – Agent – Time – Queue. The reports are also expandable / collapsible in this order.

Note: Variation in the number of handled contacts shown in the Agent Contact Handling Time and Agent Contact Handling Volume reports is result of the different database tables:

Agent Contact Handling Time uses the FactCEMContacts table which enters the contact on the day it has been handled.
Agent Contact Handling Volume uses the FactCEMAgents table to manage the contact handled entries for a specific day. It may also include contacts arriving prior to the actual contact handled day.

To filter data displayed in the reports, define the following filters:

Table 1. Filters
Filter Parameter	Description
Year/Month/Day/Hour	Choose one of the years/months/weeks of the year/days available in the time dimension. The default value is defined by the day previous to the current day.
Queue	Choose the queue. The default value is All.
Channel	Choose the contact channel you are interested in of calls, e-mails, chats and SMSs.
Group	Choose the group whose information you are interested in. The default value is All.
Agent	Choose the agent. The default value is All.

The reports include reporting data for the following items:

Table 2. Report Column Descriptions
Column type	Column	Description
Number	Handled	Number of handled contacts.
Handling Time	Average Handling Time	Average handling time in the selected time period, queue, channel, and group/agent.
	Maximum Handling Time	Maximum handling time of a contact in the selected time period, queue, channel, and group/agent.
	Total Handling Time	Handling time of all contacts in the selected time period, queue, channel, and group/agent.
Wrap-Up Time	Average Wrap-Up Time	Average wrap-up time in the selected time period, queue, channel, and group/agent.
	Maximum Wrap-Up Time	Maximum wrap-up time of a contact in the selected time period, queue, channel, and group/agent.
	Total Wrap-Up Time	Wrap-up time of all contacts in the selected time period, queue, channel, and group/agent.

Calculated value TalkingTimeAgentInSeconds is used for reporting transferred contacts’ handling and wrap-up times. Agent talking time is reported until the call transfer has been completed.

An agent’s contact handling time ends when they make a transfer request. This also starts the wrap-up time, and the wrap-up made during the contact can be included in Wrap-Up Time.