If your plan includes this option, you can view on your dashboard the average business time your company takes before making first contact with a dissatisfied customer.
How handling time is calculated
Handling time is calculated in business hours or business days.
In other words:
Weekends are excluded
Only hours between 9:00 AM and 5:00 PM are counted
If the time is greater than 8 business hours, it is shown in business days, based on 8-hour days.
Which action is used for the calculation
The handling time shown on the dashboard is the average number of business hours between:
the moment the questionnaire is completed
the moment the case status is changed to “Customer contacted”
This calculation includes only cases whose status is “Completed”.
Cases not marked as completed
If a case does not yet have the status “Completed”, the handling time for that case is frozen, but the case is not included in the handling time calculation shown on your dashboard.
If you have any questions, feel free to contact us via the chat.