Genesys Cloud - Main

Does the conversation duration metric include wait time in queue, hold time, and acw time? 
Follow-up: if this is true, is there a way to set a quality policy on TALK or HANDLE time instead?
#Reporting/Analytics

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Shelby Cronk
ConvergeOne, Inc.
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I don't know which view you're using, but the easiest way to find what the metrics include is by searching for the report view on https://help.mypurecloud.com/

For example https://help.mypurecloud.com/articles/queues-performance-summary-view/

On the bottom of the page you'll have Available Columns which shows all metrics and have a search bar to find the specific metric you're looking for.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Original Message:
Sent: 12-21-2022 12:09
From: Shelby Cronk
Subject: Conversation Duration/Duration

Does the conversation duration metric include wait time in queue, hold time, and acw time?
Follow-up: if this is true, is there a way to set a quality policy on TALK or HANDLE time instead?
#Reporting/Analytics

------------------------------
Shelby Cronk
ConvergeOne, Inc.
------------------------------