Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 138)

A RENA C ONTACT C ENTER E DITION U SER ’ S G UIDE
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Table 8.3 Contact Time Statistics report column descriptions
E XAMPLE
Contact Time Statistics for Account Balance by 60-Minute Time Period
Column Headings Description
Time in Center The average time each handled contact spends in the contact center
Service Level The percentage of handled contacts that were handled within the speci-
fied service interval
Answer Time The average time each handled contact waits before being connected to
an agent
Talk Time The average time each handled contact spends with an agent
After Contact Time The average time the primary agent spends completing after-contact
work
Handle Time The average time the primary agent spends serving a contact (in terms of
talk time and after-contact time)
Additional Service The average positive difference between the time the Time contact
leaves the contact center and the time its after-contact work is completed