Genesys Cloud - Main

I have a dashboard question for the agent status widget.

My assumption is that the duration column is showing the active interactions time duration.

If its showing the current interaction what  does the +number underneath it represent?

I have seen the number reflecting as high as +70.

Our utilization by agent is nowhere near that.

Thanks. 

#Unsure/Other

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Wayne Greenwood
PepsiCo Inc.
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Hey Wayne, 

This means that the agent has X many more current interactions. This could be calls awaiting wrap up, emails, message, chat etc. It just shows you the first (longest) interaction the agent currently has

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Lawrence Drayton
Prvidr Pty Ltd
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Thanks Lawrence, have you seen any anomalies with the dashboard showing numbers much higher then they are? 

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Wayne Greenwood
PepsiCo Inc.
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Original Message:
Sent: 01-28-2024 15:52
From: Lawrence Drayton
Subject: Dashboard - Widget Agent Status Duration

Hey Wayne, 

This means that the agent has X many more current interactions. This could be calls awaiting wrap up, emails, message, chat etc. It just shows you the first (longest) interaction the agent currently has

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Lawrence Drayton
Prvidr Pty Ltd
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