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"The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then PureCloud displays each interaction's duration in a separate column labeled Duration 2 or Duration 3.
If the interaction is on hold or in after call work (ACW), then the column also displays the amount of time that the interaction has been in either the hold or ACW state. ACW duration appears beside the ACW icon, and Hold time appears beside the Hold icon.
The color of the interaction icon and duration time indicates whether the interaction belongs to this specific queue. A black icon means that the interaction belongs to this queue. A gray icon means that the interaction does not belong this queue, for example, the interaction belongs to another queue. "
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.