Help Center

Handle Time in CX Social

Last Updated: Jun 23, 2017 10:32AM EDT
When working on mentions in the inbox we keep track of how long agents are working on a specific mention. This information allows you to evaluate the performance of your Customer Care Team and identify typical problems that take more time to solve. You can find Handle Time on the mentions themselves, and general statistics about it in the section: Performance – Users.
 
How does it work?
We track Handle Times per mention. If you take actions with a certain mention (add tags, reply, assign, resolve, etc.), we will log how long those actions took on that mention. You can see the total Handle Time for a mention by opening its history.


 
Here's how we measure "Handle Time"
 

ŸŸ●  If you select a mention in the mentions list in the new inbox, we start a timer.
●  If you then do an action on the selected mention, we check how much time has passed since       the counter started (so since the mention was first selected). We will then save the difference between the time of the action and the start of the timer on that mention as the mention's handling time. 
 
Important notes:
 

ŸŸ●  The actions that will trigger a save of Handle Time are: reply, resolve, edit sentiment, add tag, assigning and edit properties.
ŸŸ●  If you do multiple actions on the same mention the Handle Time will reflect the difference between the start of the timer and the time of the last action.
ŸŸ●  If you just browse around in the inbox, without resolving or taking another action, the timer will not be triggered.
ŸŸ●  If you've set your status to unavailableyour handle time won't be tracked. Tracking your Handle Time will be possible again when you manually set your status to available.
 
Some examples:
 

ŸŸ●  You click mention A in the mentions list at 10:00am, you add one tag at 10:02am. The handle time for mention A will be 2 minutes.
ŸŸ●  You click mention A in the mentions list at 10:00am, you add one tag at 10:02am, you resolve the mention at 10:04am. The handle time for mention A will be 4 minutes.
ŸŸ●  You click mention A in the mentions list at 10:00am, you look for 2 minutes and then click mention B in the mentions list. The handle time for mention A will be 0.
ŸŸ●  You click mention A in the mentions list at 10:00am, you edit the contact's details at 10:02am and then you skip to mention B. The handle time for mention A will be 0.
ŸŸ●  You click mention A in the mentions list at 10:00am, you edit the contact's details at 10:02am and you resolve mention A at 10:03am. The handle time for mention A will be 3 minutes.
ŸŸ●  You click mention A in the mentions list at 10:00am, you add a tag to mention A at 10:02am, you open mention B at 10:03am and resolve mention B at 10:10am. The handle time for mention A will be 2 minutes and the handle time for mention B will be 7 minutes.
 
Side notes:
 

ŸŸ●  This feature is only available for some CX Social plans. You can check availability with your Customer Success Manager.
ŸŸ●  Handle Times are also substantially different from Login Time statistics. Login Time indicates how long users have been active throughout CX Social in general and isn't coupled to specific mentions, it just indicates how long users have been active throughout the whole CX Social tool.
ŸŸ●  Business hours schedules don't have any effect on Handle Times.
 
 

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