Handle time (avg)
|Term name||Handle time (avg)|
Track the amount of time spent crafting a response. This is an internal/productivity point-of-view metric focused solely on how long a teammate works on writing a message.
Example use case: Charlie always has a much lower handle time because he leverages message templates to reduce the time spent writing each reply.
The average handle time is how long a teammate spends actively working with the conversation open, from the time the conversation is opened to the time the message is sent.
Starting a draft is a requirement for registering handle time. The timer does not begin to record the metric until you open a draft. This is a crucial productivity metric that helps you track how long your teammates spend working on conversations.
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