In-Focus Time (IFT): The time spent by human agents focused on the conversations they are assigned to.
Note: IFT starts when the agent clicks on a conversation and ends when the agent navigates away from the conversation within the Conversational Cloud.
Engaged Handle Time (EHT): The time spent by human agents focused on conversations under two conditions:
a) The conversation is pending an agent response.
b) The agent is actively sending messages (calculated until the last message sent by the agent).
Availability:
In WFM reports and the Agent Activity API, IFT and EHT data are provided based on intervals. In contrast, in the Report Center, IFT data is based on segments, where a segment represents the time from when a conversation is assigned to a human agent until it is transferred, placed back in the queue, taken over by another agent, or closed.
IFT
Use Case 1
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start
- Optionally, repeat [consumer sends a message]
Agent leaves conversation (enters another conversation) IFT end
Use Case 2
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start
- Optionally, repeat [consumer sends a message]
Conv transferred to skill / agent / back to queue / takeover IFT end
Use Case 3
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start
- Optionally, repeat [consumer sends a message]
Agent / consumer / system closes conversation IFT end
Use Case 4
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start
- Optionally, repeat [consumer sends a message]
- Agent sends a message - awaiting consumer response
- Agent leaves conversation (enters another conv) IFT end
- Agent enters conversation IFT start
- Consumer sends a message - awaiting agent response
Use Case 5
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start
- Optionally, repeat [consumer sends a message]
- Agent navigates to a different browser/tab
EHT
Use Case 1
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation EHT start
- Optionally, repeat [consumer sends a message]
- Agent sends a message EHT End
- Agent sends a message
- Agent sends a message
- Consumer sends a message EHT start
- Agent sends a message EHT End
Use Case 2
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start, EHT start
- Optionally, repeat [consumer sends a message]
(agent does not send a message)
- Agent leaves conversation (enters another conversation) IFT end , EHT end
Use Case 3
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation - agent segment start
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start EHT start
- Optionally, repeat [consumer sends a message]
(agent does not send a message)
- Conv transferred to skill / agent / back to queue / takeover IFT end EHT end
Use Case 4
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start EHT start
- Optionally, repeat [consumer sends a message]
(agent does not send a message)
- Agent / consumer / system closes conversation IFT end EHT end
Use Case 5
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start EHT start
- Optionally, repeat [consumer sends a message]
- Agent sends a message - awaiting consumer response EHT end
- Agent leaves conversation (enters another conv) IFT end
- Agent enters conversation IFT start
- Consumer sends a message - awaiting agent response EHT start
- Optionally, repeat [consumer sends a message]
- Agent sends a message - awaiting consumer response
- Agent sends a message - awaiting consumer response EHT end
- Agent closes conversation IFT end
Use Case 6
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start, EHT start
- Optionally, repeat [consumer sends a message]
(agent does not send a message)
- Agent navigates to a different browser/tab
