Which component is included in Total Handle Time for inbound interactions besides talk time?

Which component is included in Total Handle Time for inbound interactions besides talk time?

• A. Hold time
• B. Dialing time
• C. Waiting time in queue
• D. After-call work

Answer: (B)

Total Handle Time for inbound interactions is the sum of three pieces: the time spent talking with the caller (talk time), the time the caller is held during the interaction (hold time), and any work the agent does after the call ends (after-call work). Dialing time doesn’t apply to inbound calls, since dialing is associated with outbound activity, not when a caller is contacting you. Waiting time in queue is measured separately as the time the caller spends waiting before an agent answers. So the component included besides talk time is hold time, and after-call work also contributes to the total handle time.

Total Handle Time for inbound interactions is the sum of three pieces: the time spent talking with the caller (talk time), the time the caller is held during the interaction (hold time), and any work the agent does after the call ends (after-call work). Dialing time doesn’t apply to inbound calls, since dialing is associated with outbound activity, not when a caller is contacting you. Waiting time in queue is measured separately as the time the caller spends waiting before an agent answers. So the component included besides talk time is hold time, and after-call work also contributes to the total handle time.