Voice

Average Outbound Handling Time

Definition

For the selected agent, agent group, or contact center - The average time spent handling outbound calls (including talking to callers, transferring calls, and completing after-call work) during the monitored period.

For the selected service - The average time agents spent handling outbound calls (including talking to callers, transferring calls, and completing after-call work) associated with the selected service during the monitored period.

Calculation

When an interaction changes to the Completed state, Ivanti Voice performs the following equation for the agent associated with the interaction:

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