Overview
Learn about the frequently asked questions regarding the Focus Time metric introduced in Analytics for Contact Center 2.13.
Applies To
8x8 Contact Center
Agent Workspace
Analytics for Contact Center (Release 2.13 and higher)
Questions and Answers
What is Focus Time?
Focus Time is a metric that measures the duration an agent is actively "focusing" on a specific digital interaction by having that interaction's pane open and active in the foreground of Agent Workspace.
How does Focus Time differ from Handling Time?
Handling Time measures the total duration from when an interaction is accepted to when it is closed. If an agent handles three chats at once, the Handling Time for all three runs in parallel. Focus Time only counts for the specific interaction currently in the agent's view.
When does the Focus Time counter start and stop?
The counter starts as soon as an agent pulls an interaction pane up to view or interact with it. It stops immediately if the agent switches to a different interaction, a different tab, or navigates away from the pane.
Where can I see Focus Time reports?
Focus Time metrics are available in several locations within Analytics for Contact Center:
Interaction Details Report: View the specific Focus Duration for a single interaction.
Agent Interactions Summary: Compare Focus Time vs. Handling Time across multiple interactions.
Historical Widgets: Add Focus Time metrics to your custom dashboards.
Does this work with CRM integrations?
Yes. Focus Time tracking is supported in both the standard Agent Workspace and 8x8 CRM-based integration.
Is Focus Time available for voice calls?
Currently, Focus Time is primarily designed for digital interactions (chat and email) where agents are likely to handle multiple sessions concurrently.
Will these metrics be available via API?
Yes. Focus Time metrics are being synchronized across the UI and the Public API to ensure consistent reporting data.