See related
No related articles
Conversation Views (Handle Time) attributes
Last Update: Sep 2024 Est. Read Time:To check plan availability, see the pricing page.
The reference table below lists the display names, system names, data type, and descriptions for the Conversation Views (Handle Time) standard Klass attributes available in the Kustomer platform. These can be beneficial when getting a better understanding of the average handle time on conversations in your Kustomer instance.
The average handle time in custom Kustomer reports represents an average of all the handle time events of a conversation. The calculation is a sum of the handle time, divided by the distinct amount of handle events.
| Display name | System name | Data type | Description |
| Created At | createdAt | Date | Date/time this conversation view event was created. View events are created at the conclusion of a view session. |
| Assigned Teams | assignedTeams | String | ID(s) of the team(s) assigned to this conversation. |
| Assigned Users | assignedUsers | String | Name(s) of the user(s) assigned to this conversation. |
| Channels | channels | String | Channel or channels of communication for this conversation. If omni-channel, ordering should follow the order in which the channel was used. |
| Created By | createdBy | String | ID of the user who created this view session. |
| Time Created By Teams | createdByTeams.name | String | Names of the teams of the user who created this view session. |
| Message At | messageAt | Date | Date/time the message was added to this conversation. |
| Message Time | messageTime | Number | Total time in seconds the reply editor is open on this conversation. |
| Note At | noteAt | Date | Date/time the note was added to this conversation. |
| Note Time | noteTime | Number | Total time in seconds the note editor is open on this conversation. |
| Handled At | handleAt | Date | Time the user began viewing this conversation. |
| Handled Time | handleTime | Number | Combined time in seconds of all view events on this conversation. |