Time Metrics

Handle Time

Handle Time measures the total duration an agent spends on a single interaction or ticket from start to finish. This includes research, response composition, and any related administrative work. In phone support, it includes talk time plus after-call work.

Why Handle Time Matters

Handle Time shows the efficiency and complexity of individual ticket interactions. Tracking by issue type reveals which problems consume disproportionate resources.

How to Calculate

Time from agent engagement start - Time when agent completes work (including after-call work)

In TicketBoard

TicketBoard helps you track handle time and related metrics from your Zendesk data. Connect your account for instant visibility.

Related Metrics

Average Handle Time (AHT) Agent Touch Time Reply Time Full Resolution Time
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