Genesys Cloud - Main

Hello everyone,

I'm currently facing an issue and would really appreciate some guidance to understand what's going on.

I'm focusing on the Agent Performance view. In this view, I see that one of my agents handled 8 interactions over a full day. These interactions took place between 9:00 AM and 3:00 PM.

However, when I switch to the Agent View and look at the detailed list of all interactions for the same agent and the same timeframe, I see 9 interactions : one more than what appears in the Handle column in the performance view.

When I check other workdays, I notice the same type of discrepancy. For example, on one day the agent has 16 handled interactions according to the Handle column, but when I open the detailed list, there are 20 interactions, resulting in a difference of 4.

I don't understand where these discrepancies come from, because according to the documentation, the Handle metric should include all ACD and non-ACD interactions handled by an agent. I have no special filters applied, the media type is the same, and the monitored timeframe matches.

Has anyone encountered this before or knows what could explain these differences? Any suggestions or best practices to investigate this further would be very helpful.

Thanks in advance for your support!

#AgentMetrics #PerformanceMetrics

Does the agent do anything other than voice calls? The Agent Interactions report has an 'All' option in the Media Type filter, but the Agent Performance doesn't. My first guess is that there's one interaction that is a different media type (e.g. Callback).

Hello everyone,

I'm currently facing an issue and would really appreciate some guidance to understand what's going on.

I'm focusing on the Agent Performance view. In this view, I see that one of my agents handled 8 interactions over a full day. These interactions took place between 9:00 AM and 3:00 PM.

However, when I switch to the Agent View and look at the detailed list of all interactions for the same agent and the same timeframe, I see 9 interactions : one more than what appears in the Handle column in the performance view.

When I check other workdays, I notice the same type of discrepancy. For example, on one day the agent has 16 handled interactions according to the Handle column, but when I open the detailed list, there are 20 interactions, resulting in a difference of 4.

I don't understand where these discrepancies come from, because according to the documentation, the Handle metric should include all ACD and non-ACD interactions handled by an agent. I have no special filters applied, the media type is the same, and the monitored timeframe matches.

Has anyone encountered this before or knows what could explain these differences? Any suggestions or best practices to investigate this further would be very helpful.

Thanks in advance for your support!

#AgentMetrics #PerformanceMetrics

Hello everyone,

I'm currently facing an issue and would really appreciate some guidance to understand what's going on.

I'm focusing on the Agent Performance view. In this view, I see that one of my agents handled 8 interactions over a full day. These interactions took place between 9:00 AM and 3:00 PM.

However, when I switch to the Agent View and look at the detailed list of all interactions for the same agent and the same timeframe, I see 9 interactions : one more than what appears in the Handle column in the performance view.

When I check other workdays, I notice the same type of discrepancy. For example, on one day the agent has 16 handled interactions according to the Handle column, but when I open the detailed list, there are 20 interactions, resulting in a difference of 4.

I don't understand where these discrepancies come from, because according to the documentation, the Handle metric should include all ACD and non-ACD interactions handled by an agent. I have no special filters applied, the media type is the same, and the monitored timeframe matches.

Has anyone encountered this before or knows what could explain these differences? Any suggestions or best practices to investigate this further would be very helpful.

Thanks in advance for your support!

#AgentMetrics #PerformanceMetrics

Hello! I often find this is the case if they had any alert-no answers, have you checked that? Those are listed on the interaction pages. 

Hello everyone,

I'm currently facing an issue and would really appreciate some guidance to understand what's going on.

I'm focusing on the Agent Performance view. In this view, I see that one of my agents handled 8 interactions over a full day. These interactions took place between 9:00 AM and 3:00 PM.

However, when I switch to the Agent View and look at the detailed list of all interactions for the same agent and the same timeframe, I see 9 interactions : one more than what appears in the Handle column in the performance view.

When I check other workdays, I notice the same type of discrepancy. For example, on one day the agent has 16 handled interactions according to the Handle column, but when I open the detailed list, there are 20 interactions, resulting in a difference of 4.

I don't understand where these discrepancies come from, because according to the documentation, the Handle metric should include all ACD and non-ACD interactions handled by an agent. I have no special filters applied, the media type is the same, and the monitored timeframe matches.

Has anyone encountered this before or knows what could explain these differences? Any suggestions or best practices to investigate this further would be very helpful.

Thanks in advance for your support!

#AgentMetrics #PerformanceMetrics

Hello everyone,

I'm currently facing an issue and would really appreciate some guidance to understand what's going on.

I'm focusing on the Agent Performance view. In this view, I see that one of my agents handled 8 interactions over a full day. These interactions took place between 9:00 AM and 3:00 PM.

However, when I switch to the Agent View and look at the detailed list of all interactions for the same agent and the same timeframe, I see 9 interactions : one more than what appears in the Handle column in the performance view.

When I check other workdays, I notice the same type of discrepancy. For example, on one day the agent has 16 handled interactions according to the Handle column, but when I open the detailed list, there are 20 interactions, resulting in a difference of 4.

I don't understand where these discrepancies come from, because according to the documentation, the Handle metric should include all ACD and non-ACD interactions handled by an agent. I have no special filters applied, the media type is the same, and the monitored timeframe matches.

Has anyone encountered this before or knows what could explain these differences? Any suggestions or best practices to investigate this further would be very helpful.

Thanks in advance for your support!

#AgentMetrics #PerformanceMetrics