Agent - Contact Handling Time per Queue

The Agent - Contact Handling Time per Queue reports show group- and agent-specific contact handling times per queue. 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.

Agent - Contact Handling Time Per Queue reports replace the Contacts per queue report of previous versions, and deliver agent and team contact handling performance metrics from the queue perspective. They answer the questions like:

What is the average contact handling time and wrap-up time in different queues?
How are the teams and agents performing in different queues?
Have there been any improvement or other trends in contact handling time in a specific queue?

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

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

Table 1. Filters
Filter Parameter	Description
Year/Month/Week/Day	Choose one of the years/months/days available in the time dimension. The default value is defined by the day previous to the current day.
Week	Number of the week in a year
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 reporting 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
Grouping data	Queue	Queue name
	Time unit	Time unit for limiting reporting data
	Group	List of reporting groups where the agent belongs to
	Agent	List of agents
	Handled	Number of handled contacts
Contact 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.