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IFT\EHT Use Cases

    Updated:
    1 min read

    In-Focus Time (IFT): The time spent by human agents focused on the conversations they are assigned to.
    Note: IFT starts when the agent clicks on a conversation and ends when the agent navigates away from the conversation within the Conversational Cloud.

    Engaged Handle Time (EHT): The time spent by human agents focused on conversations under two conditions:
    a) The conversation is pending an agent response.
    b) The agent is actively sending messages (calculated until the last message sent by the agent).

    Availability:

    In WFM reports and the Agent Activity API, IFT and EHT data are provided based on intervals. In contrast, in the Report Center, IFT data is based on segments, where a segment represents the time from when a conversation is assigned to a human agent until it is transferred, placed back in the queue, taken over by another agent, or closed.

    IFT

    Use Case 1

    1. Consumer sends first message
    2. Optionally, repeat [consumer sends a message]
    3. Agent accepts conversation
    4. Optionally, repeat [consumer sends a message]
    5. Agent enters conversation  IFT start 
    6. Optionally, repeat [consumer sends a message]

    Agent leaves conversation (enters another conversation)  IFT end

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    Use Case 2

    1. Consumer sends first message
    2. Optionally, repeat [consumer sends a message]
    3. Agent accepts conversation
    4. Optionally, repeat [consumer sends a message]
    5. Agent enters conversation  IFT start 
    6. Optionally, repeat [consumer sends a message]

    Conv transferred to skill / agent / back to queue / takeover   IFT end

    Image

    Use Case 3

    1. Consumer sends first message
    2. Optionally, repeat [consumer sends a message]
    3. Agent accepts conversation
    4. Optionally, repeat [consumer sends a message]
    5. Agent enters conversation  IFT start 
    6. Optionally, repeat [consumer sends a message]

    Agent / consumer / system closes conversation   IFT end

    Image

    Use Case 4

    1. Consumer sends first message
    2. Optionally, repeat [consumer sends a message]
    3. Agent accepts conversation
    4. Optionally, repeat [consumer sends a message]
    5. Agent enters conversation IFT start 
    6. Optionally, repeat [consumer sends a message]
    7. Agent sends a message - awaiting consumer response 
    8. Agent leaves conversation (enters another conv) IFT end 
    9. Agent enters conversation IFT start 
    10. Consumer sends a message - awaiting agent response
    Image

    Use Case 5

    1. Consumer sends first message
    2. Optionally, repeat [consumer sends a message]
    3. Agent accepts conversation
    4. Optionally, repeat [consumer sends a message]
    5. Agent enters conversation  IFT start 
    6. Optionally, repeat [consumer sends a message]
    7. Agent navigates to a different browser/tab
    Image


    EHT

    Use Case 1

    1. Consumer sends first message
    2. Optionally, repeat [consumer sends a message]
    3. Agent accepts conversation
    4. Optionally, repeat [consumer sends a message]
    5. Agent enters conversation EHT start 
    6. Optionally, repeat [consumer sends a message]
    7. Agent sends a message EHT End
    8. Agent sends a message 
    9. Agent sends a message 
    10. Consumer sends a message EHT start 
    11. Agent sends a message EHT End
    Image

    Use Case 2

    1. Consumer sends first message
    2. Optionally, repeat [consumer sends a message]
    3. Agent accepts conversation
    4. Optionally, repeat [consumer sends a message]
    5. Agent enters conversation  IFT start,  EHT start
    6. Optionally, repeat [consumer sends a message]
      (agent does not send a message)
    7. Agent leaves conversation (enters another conversation)  IFT end , EHT end
    Image

    Use Case 3

    1. Consumer sends first message
    2. Optionally, repeat [consumer sends a message]
    3. Agent accepts conversation - agent segment start
    4. Optionally, repeat [consumer sends a message]
    5. Agent enters conversation  IFT start  EHT start
    6. Optionally, repeat [consumer sends a message]
      (agent does not send a message)
    7. Conv transferred to skill / agent / back to queue / takeover   IFT end EHT end
    Image

    Use Case 4

    1. Consumer sends first message
    2. Optionally, repeat [consumer sends a message]
    3. Agent accepts conversation
    4. Optionally, repeat [consumer sends a message]
    5. Agent enters conversation  IFT start  EHT start
    6. Optionally, repeat [consumer sends a message]
      (agent does not send a message)
    7. Agent / consumer / system closes conversation   IFT end  EHT end
    Image

    Use Case 5

    1. Consumer sends first message
    2. Optionally, repeat [consumer sends a message]
    3. Agent accepts conversation
    4. Optionally, repeat [consumer sends a message]
    5. Agent enters conversation  IFT start  EHT start
    6. Optionally, repeat [consumer sends a message]
    7. Agent sends a message - awaiting consumer response EHT end
    8. Agent leaves conversation (enters another conv)   IFT end 
    9. Agent enters conversation  IFT start 
    10. Consumer sends a message - awaiting agent response EHT start
    11. Optionally, repeat [consumer sends a message]
    12. Agent sends a message - awaiting consumer response
    13. Agent sends a message - awaiting consumer response EHT end 
    14. Agent closes conversation   IFT end  
    Image

    Use Case 6

    1. Consumer sends first message
    2. Optionally, repeat [consumer sends a message]
    3. Agent accepts conversation
    4. Optionally, repeat [consumer sends a message]
    5. Agent enters conversation  IFT start,  EHT start
    6. Optionally, repeat [consumer sends a message]
      (agent does not send a message)
    7. Agent navigates to a different browser/tab
    Image


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