Genesys Cloud - Main

Hello Community,

I'm trying to make sure I understand correctly what the definition of Total Talk on the DNIS Performance View is saying.  
The definition on the Resource Center shows Total Talk is "The total number of segments where an agent spent time talking/interacting on a conversation." 
Looking at the report, I see time units, not a whole number.  So, this means that, the Total Talk is not the total number of segments but the total time an agent spent talking/interacting in all the conversation segments.  
Would you agree with me?

Thanks.

Rita

#Reporting/Analytics

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Rita Gascot
State of Florida - Department of Revenue
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Hello Rita,

It looks like that documentation article does not have this defined correctly.  That stat on this view represents the total amount of time an agent spent talking/interacting on a conversation for that particular DNIS.  I've submitted feedback to get that article changed, we should have it updated in the next documentation publish once we get the final changes submitted.

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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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