I'm trying to wrap my head around the difference between Active Time and Handle time.
Handle time: The amount of time an agent has the work item open, from the accepted time to the closed time. The handle time includes the ACW period; if the agent closes the work record before the ACW period runs out, the handle time is accordingly shorter.
Active Time: The amount of time an agent actively worked on the work item. It tracks when the item is open and in focus in the agent’s console. The Active Time ends when the ACW period ends or the agent closes the work record, whichever occurs first.
If there is a big difference between the two... does that just mean the agent isn't closing out the tab when they are done "working" the ticket?
Handle tab is how long the tab is open.
Active time is how long that tab was the primary worked on tab of your agent.
This is important when you agent has the ability to work many work items at once. For example a chat can be open and waiting for a person to reply... so your agent shifts to an email and focuses on that work item... then they shift back to the chat and respond to that user... again... they wait 3 minutes for the next question, and move back to the email.
Active time is the time they really worked it...whereas the Handle time is how long that work was assigned... and how long it took you to work. Usually its close, but it depends on the type of work they are doing right? Hope that helps :)
