Genesys Cloud - Main

Hi,

I'd like to know if there is a setting somewhere in Genesys Cloud that would change the way Handle Time is calculated by NOT including ACW in the calculation.

Please reply only with settings I can modify either via the UI or a single one-time API call. I'm not looking for custom solutions, etc. but rather to change the way it's calculated org-wide.

Thanks!

Greg

#Calculations

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Greg Palen
Principal Genesys Cloud Consultant
Verizon Business
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Hi Greg,

There isn't a setting to not to include ACW as part of the handle time, so you would have to manually calculate the handle time not including the ACW.  
The calculation is: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled.

There is an upcoming development for Custom Analytics Calculations for Workspace Performance Views which should allow you to create a custom column with a handle time not including ACW

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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