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  • 1.  Email interactions

    Posted 11-24-2025 11:41
    No replies, thread closed.

    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

    ------------------------------
    ANA BELEN ALONSO VIDALES
    CTI
    ------------------------------


  • 2.  RE: Email interactions

    Posted 11-24-2025 12:11
    No replies, thread closed.

    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.



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



  • 3.  RE: Email interactions

    Posted 11-25-2025 03:33
    No replies, thread closed.

    HI Sam

    That's exactly what I don´t understand. In our business, nearly all emails are forwarded and processed through multiple agents and queues. According to your explanation, the "interact" counter should be higher than the "handle" counter, but the metrics are the same.

    BR



    ------------------------------
    ANA BELEN ALONSO VIDALES
    CTI
    ------------------------------

    Original Message


  • 4.  RE: Email interactions
    Best Answer

    Posted 11-25-2025 04:31
    No replies, thread closed.

    Hi Ana,

    In that case I would check the interactions timeline and double check if it shows multiple interact segments that fall within the date range selected on the interactions view.  If you see multiple interact segments but the interact count is not displaying them I would raise a case with Genesys Product Support providing the interactionID and the date range selected in the Interactions View so they can investigate why its not counting.



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

    Original Message


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