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 cube CubCSSContacts. 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 report, define filters above the report:

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 report includes reporting data for the following items:

Note:

Reporting of transferred contacts’ handling and wrap-up times was changed in SP06 Patch 1.

A new calculated value TalkingTimeAgentInSeconds is used instead of contact’s total handling time (TalkingTimeInSeconds). This change corrects the reported talking time in cases, where agent transfers calls to internal or external number. Prior to SP06 Patch 1, the total duration of the call was reported to the agent who did the transfer. From SP06 Patch 1 onwards the agent taking time is reported until the call transfer has been completed.
The change may cause more e-mails to be displayed in reports than earlier, as the transferred e-mails are reported as separate contacts. Reporting of transferred e-mails is now similar to calls and chats.
Wrap-up times may appear to be longer because the agent’s contact handling time ends now when he makes the transfer request, and that also starts the wrap-up time, and the wrap-up made during the contact can be included in Wrap-Up Time.

For more information about calculation changes, see the SP06 Patch 1 release note attached in the SAP Note 1924169.

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.