Change handle time for chats to be based on chat handle time vs. ticket resolution time | Assembled Workforce Management

Change handle time for chats to be based on chat handle time vs. ticket resolution time

Zinc white Blackbird

Today, if a ticket comes in on Zendesk Chat but is ultimately resolved at a later point over email, the complete resolution time of the ticket is the "handle time" but this isn't very helpful for understanding time spent working chats.

Created by Sam Dehart

March 17, 2023

Central Caterpillar

We have a similar scenario with Intercom Chats, when and agent closes a chat and creates a ticket right after, "AHT" is added to the ticket time, until the agent closes the ticket. The average handle time "clock" should stop as soon as the customer disconnects the chat with the agent.