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  • 1.  Call duration

    Posted 08-15-2017 06:49
    No replies, thread closed.

    Hi, I have a question raised by a customer regarding time spent in queue.

    Why are these times different?

    The number after the queue name is that time spent in queue? But why are the "phone" time then 0:07? Shouldn't they be the same?

     



  • 2.  RE: Call duration

    Posted 08-15-2017 07:23
    No replies, thread closed.

    I Think:

    phone time = time that interaction is offered to agent (alerting)

    queue time = time that interaction was in queue

     

     



  • 3.  RE: Call duration

    Posted 08-15-2017 07:26
    No replies, thread closed.

    That sounds reasonable, anyone from Genesys that can confirm?

    But 0:07 sec sounds like a long time for the agent to take the call, but that can be another reason for that.



  • 4.  RE: Call duration

    Posted 08-15-2017 07:32
    No replies, thread closed.

    I am a reasonable guy :)

     

    https://help.mypurecloud.com/articles/accept-a-call/



  • 5.  RE: Call duration

    Posted 08-15-2017 18:43
    No replies, thread closed.

    Yes, this is correct. The first timer indicates the amount of time the call has been in the current state (alerting, connected, disconnected, etc.). The second timer indicates the amount of time the customer has spent in the current queue. Once connected, this timer should stop incrementing.



  • 6.  RE: Call duration

    Posted 08-17-2017 10:47
    No replies, thread closed.

    @Josh Rucker? thanks.

    Does the secound timer starts when the call hits the inqueue call flow?

    So it will include time spent listning to prompts in the inqueue call flow?

     

    An example, if you have a 5sec prompt in the inqueue call flow, and there are no calls waiting in queue. And then the call reaches an agent, will the secound timer state 5sec or 0?



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