Description
Linear representation of agent handle time taking into consideration only the top level contact as specified by the Master Contact ID.
This metric only applies for users with Omnichannel Session Handling (OSH) enabled. This metric does not support choosing a specific interval when using the True to Interval paradigm.
Available In
Calculation
[Handle Time] - [Concurrent Time]
Source
ACD
Paradigm
--
Model
Contact detail, contact summary, intraday
Perspective
Agent
Metric Type
Time
Format
##.##
