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welcome to care for customers calm the call center management series the session today is on reporting and how you can measure agent time and quality together in one report so lets take a look at a very simple context and a report heres a listing of five agents on a team and were looking at average talk time this could be over a day a week or even a month and as you can see charlie is the best performing agent when you look at talk time as a single measure so is the lowest talk time at two hundred and eighteen seconds but now what well do is well add in whole time and whole time is the average amount of time that an agent is going to put a customer on hold when theyre dealing with their particular issue we bring in the totals we can see a pretty docHub change here Charlies average whole time was twenty three seconds which is really high compared to the rest of his peers and as a result his average handle time is now two hundred and forty-one seconds when you take a look at