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  • 1.  Avg ACW Handled and Avg Hold Handled definitions and calculations

    Posted 10-03-2024 12:22
    No replies, thread closed.

    Hi, dear Genesys Community!

    We noticed two new metrics available in the performance views, and we really like the definition of them. However, we think that "calculated by" information is the knowledge articles on the resource center is wrong. Have a look at Avg Hold Handled, for example: 

    The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

    Calculated by: Hold / Total Hold

    It would be great if the calculation is fixed, so we could continue to communicate to our 13000 users, that the "Consolidated view of available columns in performance views" is a single point of truth :) 

    #PerformanceViews #QueueMetrics #PureCloudResourceCenter


    #Reporting/Analytics

    ------------------------------
    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management
    Sweden
    ------------------------------


  • 2.  RE: Avg ACW Handled and Avg Hold Handled definitions and calculations

    Posted 10-04-2024 08:36
    No replies, thread closed.

    Hi Ekaterina,

    I have provided feedback to the documentation team to clarify this and will update here once they have updated the documentation



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

    Original Message


  • 3.  RE: Avg ACW Handled and Avg Hold Handled definitions and calculations

    Posted 10-07-2024 04:32
    No replies, thread closed.

    thanks a lot! looking forward!



    ------------------------------
    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 4.  RE: Avg ACW Handled and Avg Hold Handled definitions and calculations
    Best Answer

    Posted 10-22-2024 09:07
    No replies, thread closed.

    Hi @Ekaterina Kononova

    The documentation has now been updated for the calculations above



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

    Original Message


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