Genesys Cloud - Main

Hi,

We are fairly new to the world of Genesys and have come across some anomalies in reporting when it comes to emails:

The handled number is always bigger than the answered and following some testing we have worked out the following:

When an email is delivered to an agent, then it counts as 1 answer, 1 handled.  If the agent replies to the email, it becomes 1 answer, 2 handled.

When calculating AHT, it appears to divide the total handle time by the reported number handled resulting in a number that is significantly below the actual AHT.

For average ACW it appears to divide the total ACW by total emails answered, so this is correct.

Is this normal or does this sound like an anomaly?

Any insight would be greatly appreciated.

Many thanks, 

#Reporting/Analytics
#Unsure/Other

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Dave T
RCN
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Handle would not calculate until the agent's session has ended, so the act of assigning the email to the agent should not be emitting a handle time duration/count.  The situation where an agent could see multiple handles for a single answer event is if you have multiple actions enabled on the email.  https://help.mypurecloud.com/faqs/how-do-i-enable-multiple-actions-on-an-email-interaction/  In this case, each "action" does count separate handle times.

If you do feel you have evidence of an agent getting handle time for an email without actually sending any sort of email on the conversation they were assigned, then that's worth investigating with our support team.

Average ACW is calculated by taking the sum total duration of ACW time and dividing it by the number of ACW events, it doesn't divide by answer count.

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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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Hi Ryan,

Many thanks for your reply - I've had a look at the link and our config - we do have multiple actions enabled on the email queue, so that would account for the extra instances of handle and the resulting impact on AHT.

I'll have some conversations locally about the potential impact of turning it off before messing with the live system!

Thanks again

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Dave T
RCN
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Original Message:
Sent: 06-14-2024 09:52
From: Ryan Legner
Subject: Emails - answered / handled and AHT

Handle would not calculate until the agent's session has ended, so the act of assigning the email to the agent should not be emitting a handle time duration/count.  The situation where an agent could see multiple handles for a single answer event is if you have multiple actions enabled on the email.  https://help.mypurecloud.com/faqs/how-do-i-enable-multiple-actions-on-an-email-interaction/  In this case, each "action" does count separate handle times.

If you do feel you have evidence of an agent getting handle time for an email without actually sending any sort of email on the conversation they were assigned, then that's worth investigating with our support team.

Average ACW is calculated by taking the sum total duration of ACW time and dividing it by the number of ACW events, it doesn't divide by answer count.

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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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