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Actual Time Spent Working a Task Type Interaction, Not Counting Time It Waits Due to Other Interactions Handled At The Same Time

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  • 1.  Actual Time Spent Working a Task Type Interaction, Not Counting Time It Waits Due to Other Interactions Handled At The Same Time

    Posted 04-04-2025 10:15
    No replies, thread closed.

    Our team answers inbound calls and also receives OnBase interactions at the same time. Currently if we look at the OnBase interaction handle time it says 7 minutes, but that counts the time that it is sitting waiting to be completed because the agent received an inbound call while working the OnBase interaction. We are wanting to see the actual, active time it takes to handle that OnBase interaction. We want to be able to pull this monthly by queue, not at an agent level. Is there a report available that will show the actual time spent working on an interaction?


    #Unsure/Other

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    Laura Callaway
    Application Analyst
    St. Luke's Health System
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  • 2.  RE: Actual Time Spent Working a Task Type Interaction, Not Counting Time It Waits Due to Other Interactions Handled At The Same Time
    Best Answer

    Posted 04-07-2025 05:48
    No replies, thread closed.

    Hi Laura,

    I think you need to ask OnBase to confirm how to report on those interactions.  Genesys Cloud is only going to be able to report on the interactions that are handled via Genesys Cloud, unless I am missing something and you can clarify further



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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