Agent Email Handling Time
Time
The average time an agent spends on an email, from reading it to sending a response. Understanding the time agents spend per email can offer insights into their efficiency, the complexity of issues, or the effectiveness of their tools and resources.
Formula
Total time spent handling emails / Number of emails handled
Example
If agents spent a total of 300 minutes handling 60 emails, the Agent Email Handling Time is 5 minutes.