Genesys Cloud CX

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  • 1.  Average Handle Time (AHT) - Handled vs. Answered Calls

    NEW MEMBER
    Posted 10-21-2021 11:27
    We are transitioning from Genesys PureConnect to Cloud and AHT is lower in Cloud than PureConnect. There is no substantial difference in talk, hold, and ACW time. The AHT calculations in the two systems are the same except the denominator in PureConnect is "calls answered" and in Cloud it's "calls handled". I've read the article explaining the difference between answered and handled interactions (link here) and the example provided helped but I'm still not sure what's driving the reduction.

    Would the Cloud calculation result in a lower AHT compared to PureConnect only in scenarios where an interaction is transferred within the same queue? Example: instead of dividing talk, hold, and ACW by 1 answered it's divided by 2 handled because it was transferred.

    If an agent answers a call in queue A and then transfers it internally to queue B, if we pull the AHT for queue A will the Cloud denominator be 1 call handled because the transfer didn't occur within the same queue?
    #Reporting/Analytics

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    Diana Bulloss
    Sr. Manager, Reporting/Analytics
    PPD Development LP
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  • 2.  RE: Average Handle Time (AHT) - Handled vs. Answered Calls

    Posted 10-23-2021 12:42
    The biggest difference between the platforms is the concept of segments of the conversation.  In PureConnect, these segments usually results in individual conversations but in GC, these segments are just a part of same conversation and therefore all metrics are made up of the whole with visibility of the participants.  So the values you encounter are going to change as you add segments and how those segments relate to the original conversation.

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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: Average Handle Time (AHT) - Handled vs. Answered Calls

    NEW MEMBER
    Posted 10-26-2021 15:11
    Thanks. I'm looking at the timeline for interactions with a handled count >1 and I'm having a tough time finding a pattern for when handled will be greater than 1. For example, some callbacks show 2 handled while others are just 1. Do you know how callbacks behave with the handled count?

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    Diana Bulloss
    Sr. Manager, Reporting/Analytics
    PPD Development LP
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  • 4.  RE: Average Handle Time (AHT) - Handled vs. Answered Calls

    Posted 10-26-2021 22:25
    Check timeline to see if there are more agents listed on the ones >2.

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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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