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Handle time Messages in this topic - RSS

pangay08.mp
pangay08.mp
Posts: 1


1/29/2016
pangay08.mp
pangay08.mp
Posts: 1
Hi guys,

How do I calculate Handle time where in the Given factors are ACD, AVG ACD TIME and AVG ACW?

Agent Name
ACD Calls
Avg ACD Time
Avg ACW Time
Agent`01
12
7:03
:08
Agent`02
53
8:16
:36
Agent`03
8
6:44
:15


the result should be this:

Agent Name
Handle Time
Agent`01
7.18
Agent`02
8.87
Agent`03
6.98


The handle time should be converted to decimal
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