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  • 1.  Email interactions

    Posted 11 hours ago

    Hi everyone, 

    I'm a bit confused about these metrics. I've been digging into our business activity and running some test, but I'm not quite sure to understand the differences between them. Does anyone more info on this?

    View available columns in performance views by category - Genesys Cloud Resource Center

    Handle: The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 
     
    Interact: The number of sessions where the user(s) interacted during email conversations. A session includes the point where the agent joins the email conversation to the point where they disconnect.
    Thanks in advance


    #Reporting/Analytics

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    ANA BELEN ALONSO VIDALES
    CTI
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  • 2.  RE: Email interactions

    Posted 11 hours ago

    Hi Ana

    Handle is a count of handled interaction, but Interact is a count of the Interact segments on the email interaction, so they are tracking different metrics, although often can be the same if there aren't multiple interact segments.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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