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Handle-Time per Agent for Transferred Chats — Cloud Customer Connect
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Handle-Time per Agent for Transferred Chats

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edited Feb 2, 2012 12:38AM in Reporting & Analytics for B2C Service 4 comments

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Does anyone have experience calculating handle-time per agent across a single chat, when multiple agents have handled the chat?  For example, if I initially handle the chat for 2 minutes, then transfer the chat to another agent who handles it for 3 minutes, I need a report at the agent level that will give me credit for handling and completing the chat with a handle-time of 2 minutes, as well as give the second agent credit for handling and completing the chat with a handle-time of 3 minutes.  Currently I am only able to calculate total handle-time of 5 minutes

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