Average handle time

Wrap-up time is the after-contact work an agent performs before taking the next conversation, including notes, disposition coding, and system updates. It is frequently excluded from handle time reporting, which is the most common reason two teams’ average handle time figures cannot be compared.

Occupancy rate is the portion of an agent’s logged-in time spent actively handling contacts rather than waiting for them. Sustained high occupancy predicts burnout and attrition, so workforce planners treat it as a health measure rather than a productivity target to be maximised.

First contact resolution is the share of issues fully resolved during a customer’s first interaction, with no follow-up contact about the same problem. It correlates strongly with satisfaction and cost, but only when measured over a defined reopen window rather than at ticket close.

Agent assist is a copilot layer inside the agent desktop that drafts replies, retrieves relevant policy, and suggests the next best action while a human stays in control of the conversation. It shortens handle time and reduces variation between agents without removing the person from the interaction.