Calculation of Average handling time

[TusharVarshney]

Hi,

How the Average case duration is calculated. as shown in image below there is a mismatch between Total and Average case duration calculation.

[ManishKumar]

Hi Tushar, 

Unable to find any image with your query.

[Sai_Devendra_Ku]

The average case duration is calculated as the time taken for one item from get next item to Mark as complete and vise versa (get next item to Mark as an exception).

And the total duration is the total time taken for completion of your process from start to end.

You can find those stats in the control room when you select your Process queue.

[SteveBoggs · Accepted solution]

You may notice that when running the report for Average Handling Time against a Work Queue, this number differs from the case duration as seen in Control Room against the Work Queue.

This is because the Average Handling Time that is shown in Reporting is only based on Work Queue Items that have been completed, whereas the Average Case Duration which is seen against the queue in Control Room is based on the Work Queue Items that have been worked regardless of the outcome, therefore including items that have been completed as well as items that have been marked as exception.

[TusharVarshney]

@Sai Devendra Kumar Komma -  Thanks Sai, But i am looking for some other information.​​