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The answer depends on what information you have from which you wish to calculate time.
time=distance divided by speed
You would have a very tough time, because that isn't the formula to calculate work. (distance) divided by (time) is the formula to calculate speed. The formula to calculate work is: (force) multiplied by (distance).
to calculate your average handling time: average talk time+after callwork+hold time divided by the number of calls
convert the time