Handle time (Inbox report, Team performance report & Team tab)

Term: Handle time (Inbox report & SLA report), Average handle time (Team performance report)
Meaning

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. This is a crucial productivity metric that helps you track how long your teammate spend working on conversations.

Location

Inbox report

Team performance report

Team tab

Calculation Calculated by taking the sum of time spent with the conversation actively open, between opening it and the time a reply is sent and dividing it by the number of replies sent.
Example

Jane opens conversation A, reads it for 1 min, opens a draft, writes an answer for 1 min and hits send. Handle time will be 2 min.

 

Another visual example:

FAQ
  • Handle time is not impacted by business hours and any Shifts that teammate is on
  • Handle time is used to measure the time actually spent working on crafting a reply. It is a great tool to measure the work a teammate has to put to answer a specific email.
  • Handle time is counted only for the time a conversation is viewed by a teammate. Ex: Jane opens conversation A, starts a draft and works on it for 1 minute but does not send it. She moves to conversation B for 10 min, goes back to conversation A, works on it for 2 more min and hits send. The handle time recorded will be 3 min.
  • Handle time is not recorded if you don't send a reply. If Jane opens conversation 1, read it for 10 min and then moves on, there will be no handle time recorded.
  • With shared drafts, all handle times are tracked for each teammate separately, but only the handle time of the sender is recorded. Ex: Jane and Mary both work on a shared draft. Jane works on it for 4 min before Mary takes over the draft, works on it for 2 min and hits send. The handle time recorded will be attributed to Mary and will be 2 min.
  • The analytics track each teammate who replies in a conversation, regardless of the official assignee of the conversation. If a conversation is assigned to Mary, but Sophia responds because she is unavailable, Sophia will get a reaction, a response time and a handle time.

How to recreate this metric with a Full event export

 

For a given teammate, filter rows to keep all lines with 

Attributed to = teammate name 

AND Handle time is not empty

 

Then deduplicate lines so that you keep one single line per Message API ID. This is necessary to avoid double-counting handle time for certain messages.

 

The Average handle time for that teammate will be the sum of Handle time divided by the distinct count of Message API ID.

 

For a given inbox, filter rows to keep all line with 

Inbox at event time = inbox name

AND Handle time is not empty

 

Then deduplicate lines so that you keep one single line per Message API ID. This is necessary to avoid double-counting handle time for certain messages.

 

The Average handle time for that inbox will be the sum of Handle time divided by the distinct count of Message API ID.

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