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  • 1.  AGENT PERFORMANCE DETAIL

    Posted 06-02-2025 11:18
    No replies, thread closed.

    Hi community, 

    I can't understand some metrics, there are different results when you export the data in a report and when you review the data in a view.

    I'll give you an example with data from May; the total talk we see in the exported report is very different from what is shown in the view. This does not happen with the rest of the data. 

    Does anyone know why it behaves this way?

    Thanks in advance


    #Metrics

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    ANA BELEN ALONSO VIDALES
    CTI
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  • 2.  RE: AGENT PERFORMANCE DETAIL
    Best Answer

    Posted 06-02-2025 11:33
    No replies, thread closed.

    Hi Ana

    When a metric exceeds 24 hours in the UI it rounds to days.  There is an idea on the Genesys Cloud Product Ideas Labs: average hold/talk times in performance to show in hours instead of days. I would recommend voting for the idea and adding your feedback to the idea.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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