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------------------------------
Diana Bulloss
Sr. Manager, Reporting/Analytics
PPD Development LP
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