1. Customer Service
  2. Email-Based Customer Support

Agent Email Handling 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.


Total time spent handling emails / Number of emails handled


If agents spent a total of 300 minutes handling 60 emails, the Agent Email Handling Time is 5 minutes.