I do understand what you are saying, but the metric definition is more important than the name for all metrics. At a guess I would say it was originally named to track talk and then as other media-types came along it was used to tracking the interacting time as well.
Original Message:
Sent: 06-04-2025 01:51
From: Benjamin Giosis-Stone
Subject: Callbacks and Talk Time
I think you are missing my question, I know the difference and I know its wrong.
I am just curious as to why?
Is there some benefit im missing?
I can only see this causing confusion.
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Benjamin Giosis-Stone
Original Message:
Sent: 06-03-2025 08:19
From: Samuel Jillard
Subject: Callbacks and Talk Time
Hi Benjamin,
On a voice interaction it is the talk time, but on non-voice media it is the time handling the interaction (email, messaging, callback)
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 06-03-2025 00:42
From: Benjamin Giosis-Stone
Subject: Callbacks and Talk Time
but the actual name is ttalk - why does this not only include talking
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Benjamin Giosis-Stone
Original Message:
Sent: 06-02-2025 07:38
From: Samuel Jillard
Subject: Callbacks and Talk Time
Hi Benjamin,
tTalkComplete: The overall time an agent spent talking/interacting.
As they are interacting with the callback it is captured by tTalk and is not specific to actually just talk time: Metrics
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 05-29-2025 21:32
From: Benjamin Giosis-Stone
Subject: Callbacks and Talk Time
Hey there,
I really feel like I am missing something.
When we have a callback in Genesys Cloud, for some reason the callback preview and post view screens are contributing to the tTalkComplete metric
I am not sure why is a non talk section of the callback considered 'talk' ?
#Calculations
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Benjamin Giosis-Stone
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