Call Handle Time Outlier Review Agent

A supervisor sees average handle time creeping up 40 seconds and cannot tell whether agents need coaching, a tool is slow or a new policy confuses callers. Each week this agent reads handle times by call type and by agent, finds outliers against the normal range for that type, and reads the call notes and tags for each one to look for causes, such as a system lag, a missing knowledge article, a billing change or a repeated customer question. It groups causes and checks whether they repeat across agents and days, since a repeated cause points to a system or process issue and a cause tied to one agent points to coaching. It then drafts the right follow-up for each group. The supervisor approves any coaching or system ticket. Edge case: long calls from a known outage are labeled and excluded from coaching.