Genesys Cloud (formerly PureCloud)

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Agent Statuses Long Duration

  • 1.  Agent Statuses Long Duration

    Posted 01-21-2021 11:51

    Greetings, I have done a lot of searching and can't seem to find any information regarding "Duration" in the "Agent Status" section under performance -> Agent

    I have 2 users who have a Duration of  several days.  How is this stat set, and how do I go about fixing this issue?


    thanks you in advance. Thanks


    #Reporting/Analytics

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    Joe Anderson
    Ministry Brands
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  • 2.  RE: Agent Statuses Long Duration

    Top 25 Contributor
    Posted 01-24-2021 18:32
    For Genesys definition:  https://help.mypurecloud.com/articles/status-timer-for-agents/

    Also, you might find this useful:  https://help.mypurecloud.com/articles/agents-status-summary-summary-view/

    Duration

    Duration 2

    Duration 3

    The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then Genesys Cloud displays each interaction's duration in a separate column labeled Duration 2 or Duration 3. 



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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Agent Statuses Long Duration

    Posted 28 days ago
    Thank you very much!

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    Joe Anderson
    Ministry Brands
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