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Customer Service historical Analytics - Average handle/resolve time (hrs)

Posted on by Microsoft Employee

Hi,

I am wondering if anyone know how "Average handle/resolve time (hrs)" in Customer Service historical Analytics is calculated. Or how I can find that information.

pastedimage1639576483534v1.png

There is another measurement called "Case age" which is baesed on the time the case was in an open state. So that is not how Average handle/resolve time (hrs)" is caluculated. 

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Customer Service historical Analytics - Average handle/resolve time (hrs)

    Hi Leah,

    Thank you for you answer!

    Yes I have read that as well, unfortunately it is hard to use that information in reporting in a good way without understanding how it is calculated.

    It is not really right for this case, those are based on preformed activitys, and I am looking for a way to know the time a case was open till closed.

    Best regards,

    Leah

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Customer Service historical Analytics - Average handle/resolve time (hrs)

    Hi JohannaH: 

    Average resolve time: The average length of time taken by an agent to resolve the case.

    Summary Dashboard | Microsoft Docs

    Maybe you can check total time and Billable time in case resolution entity.

    pastedimage1639725942784v1.png

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