Calculate average handling time by tracking the total time from exception detection to resolution, then dividing by the number of resolved exceptions over a specific period to measure operational efficiency.
How It Works in Practice
- 1Track timestamp when payment exception first enters the queue for investigation
- 2Record when an operator begins actively working on the exception case
- 3Capture resolution timestamp when exception status changes to closed or resolved
- 4Calculate total handling time by subtracting start time from resolution time
- 5Aggregate all handling times within reporting period and divide by exception count
- 6Segment calculations by exception type, operator, and complexity level for deeper insights
Common Pitfalls
Failing to exclude weekends and holidays from calculations violates PCI DSS operational continuity requirements
Key Metrics
| Metric | Formula |
|---|---|
| Average Handling Time | Total active work time divided by number of resolved exceptions |
| First-Time Resolution Rate | Exceptions resolved without escalation divided by total exceptions |
| Exception Processing SLA | Time from exception creation to final resolution |
Related Terms
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