Handling time is calculating in hours or in open business days. This means that weekends are excluded and only hours between 9:00 a.m. and 5:00 p.m. are taken.

If the time is more than 8 working hours, it is displayed as working days (days of eight hours).

The handling time displayed on the dashboard is the average of the number of working hours between the completed questionnaire and the status set to "Customer contacted" of all the cases that are completed.

If the file does not yet have the status "Done", the handling time will be frozen, but this file will not be calculated in your handling time.

We strongly advise to define your handling time goals. You can define them in your company settings👇

You will then have coloured dots to know where you are according to your goals.

Here is a guide on how to define your business goals on InputKit 👇