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Re: BCM Reporting - Data Difference

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Hello, Serik.

 

'Handling time' consists of different measurements which you can see in 'Work Done' report. One of which is 'talking time (in)' which you referred in second screen shot.

 

In help topic regarding this report Agent - Work Done you can see that Handling time consist of:

  • Talking Time (In)
  • Talking Time (Out)
  • Consultation Time
  • E-Mails (In) Time
  • Chat Time
  • Callback Time
  • Wrap-up

 

 


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