Current Behavior: Currently, within the Contact Center, email handle time and call (talk) time are being grouped together into a single "interaction" metric.

Requested Feature:
Please separate email handle time and call handle time into distinct, independent metrics within the reporting dashboards.

Business Impact & Use Case: Grouping these two entirely different communication channels into one metric prevents accurate tracking of agent performance. Resolving this issue as soon as possible will allow contact center management to:

Accurately Measure KPIs: Track true handle times based on the specific channel being used.

Improve Agent Evaluation: Fairly assess employee metrics without the data being skewed by the different time requirements of writing an email versus taking a live call.

Optimize Operations: Gain clearer visibility into how agents are spending their time across different interaction types.