Total Handling Time
The aggregate time the selected agent, agent group, or contact center spent talking to callers, transferring calls, and completing after-call work during the monitored period, excluding time on hold.
This statistic includes interactions derived from transfers.
For each interaction associated with the agent, Ivanti Voice tracks each interval starting with the interaction changing to the Delivered state, and ending with the interaction changing from the After-Call Work state to any other state, except the Held state. Ivanti Voice sums up the durations of these intervals for each agent.
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