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 cube CubCSSContacts. There are 4 reports; the annual, monthly, weekly, and daily reports have similar structure and data content, only 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 report, define filters above the report:

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 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
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.