IFT\EHT Use Cases
- In-focus Time (IFT) - Time spent by human agents focused on conversations they are assigned to
Note - IFT starts calculation when the human agent clicks on the conversation and ends when the agent navigates to a location in the conversational cloud outside of the conversation.
- Engaged Handle Time(EHT) - Time spent by human agents focused on conversations they are assigned to, while either: a. The conversation is pending an agent response. b. The agent is sending messages (calculated until the last agent message)
IFT
Use Case 1
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start
- Optionally, repeat [consumer sends a message]
Agent leaves conversation (enters another conversation) IFT end
Use Case 2
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start
- Optionally, repeat [consumer sends a message]
Conv transferred to skill / agent / back to queue / takeover IFT end
Use Case 3
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start
- Optionally, repeat [consumer sends a message]
Agent / consumer / system closes conversation IFT end
Use Case 4
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start
- Optionally, repeat [consumer sends a message]
- Agent sends a message - awaiting consumer response
- Agent leaves conversation (enters another conv) IFT end
- Agent enters conversation IFT start
- Consumer sends a message - awaiting agent response
Use Case 5
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start
- Optionally, repeat [consumer sends a message]
- Agent navigates to a different browser/tab
EHT
Use Case 1
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation EHT start
- Optionally, repeat [consumer sends a message]
- Agent sends a message EHT End
- Agent sends a message
- Agent sends a message
- Consumer sends a message EHT start
- Agent sends a message EHT End
Use Case 2
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start, EHT start
- Optionally, repeat [consumer sends a message]
(agent does not send a message) - Agent leaves conversation (enters another conversation) IFT end , EHT end
Use Case 3
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation - agent segment start
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start EHT start
- Optionally, repeat [consumer sends a message]
(agent does not send a message) - Conv transferred to skill / agent / back to queue / takeover IFT end EHT end
Use Case 4
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start EHT start
- Optionally, repeat [consumer sends a message]
(agent does not send a message) - Agent / consumer / system closes conversation IFT end EHT end
Use Case 5
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start EHT start
- Optionally, repeat [consumer sends a message]
- Agent sends a message - awaiting consumer response EHT end
- Agent leaves conversation (enters another conv) IFT end
- Agent enters conversation IFT start
- Consumer sends a message - awaiting agent response EHT start
- Optionally, repeat [consumer sends a message]
- Agent sends a message - awaiting consumer response
- Agent sends a message - awaiting consumer response EHT end
- Agent closes conversation IFT end
Use Case 6
- Consumer sends first message
- Optionally, repeat [consumer sends a message]
- Agent accepts conversation
- Optionally, repeat [consumer sends a message]
- Agent enters conversation IFT start, EHT start
- Optionally, repeat [consumer sends a message]
(agent does not send a message) - Agent navigates to a different browser/tab
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