This measure calculates the amount of time an agent spends handling a call. It is part of a set of Cycle Time measures that help companies optimize the performance of their "plan and manage customer service operations" process by minimizing waste and refining resource consumption.
(Average after-call work time in seconds + Average talk time in seconds)
Cycle time is the total time from the beginning of the process to the end. This includes both time spent actually performing the process and time spent waiting to move forward.
The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed metric value.