Genesys Cloud - Main

Hi all - I'm curious if others in the community are using this feature.  We've noticed that since enabling it, the handled metric in our Email Performance View is no longer accurate.  When sending an outbound email, the wrap up segment now counts as a handled interaction in the views.   That means each outbound email an agent sends counts as two handled interactions.  Has anyone else experienced this issue? 

Thanks

I think this is by design as in reality, the agent is sending separate outbound Emails so the handled should increment in my mind.  @Jody Nabuurs, any comment here?

Hi all - I'm curious if others in the community are using this feature.  We've noticed that since enabling it, the handled metric in our Email Performance View is no longer accurate.  When sending an outbound email, the wrap up segment now counts as a handled interaction in the views.   That means each outbound email an agent sends counts as two handled interactions.  Has anyone else experienced this issue? 

Thanks

Actually sending only 1 outbound email counts as two handled.  I don't think the wrap up segment should count as a handled interaction which is what's happening here.  I was told this is by design but I'm struggling to understand the logic behind it. 

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Carlos Alonso
Dow Jones & Company, Inc.

Original Message:
Sent: 09-13-2024 22:46
From: Robert Wakefield-Carl
Subject: Enable Multiple Actions for email changes the handled metric

I think this is by design as in reality, the agent is sending separate outbound Emails so the handled should increment in my mind.  @Jody Nabuurs, any comment here?

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 09-13-2024 14:00
From: Carlos Alonso
Subject: Enable Multiple Actions for email changes the handled metric

Hi all - I'm curious if others in the community are using this feature.  We've noticed that since enabling it, the handled metric in our Email Performance View is no longer accurate.  When sending an outbound email, the wrap up segment now counts as a handled interaction in the views.   That means each outbound email an agent sends counts as two handled interactions.  Has anyone else experienced this issue? 

Thanks

#Reporting/Analytics

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Carlos Alonso
Dow Jones & Company, Inc.
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Carlos, it's not the wrap-up that makes two handled. If oyu check the timeline for interaction where multiple actions is enables, you will notice that after sending the reply there is a short "transmitting" segment and after it there is another "interacting" segment. Agent need to press disconnect button to get to the wrap-up. 

Actually sending only 1 outbound email counts as two handled.  I don't think the wrap up segment should count as a handled interaction which is what's happening here.  I was told this is by design but I'm struggling to understand the logic behind it. 

I think this is by design as in reality, the agent is sending separate outbound Emails so the handled should increment in my mind.  @Jody Nabuurs, any comment here?

Hi all - I'm curious if others in the community are using this feature.  We've noticed that since enabling it, the handled metric in our Email Performance View is no longer accurate.  When sending an outbound email, the wrap up segment now counts as a handled interaction in the views.   That means each outbound email an agent sends counts as two handled interactions.  Has anyone else experienced this issue? 

Thanks

Hi all - I'm curious if others in the community are using this feature.  We've noticed that since enabling it, the handled metric in our Email Performance View is no longer accurate.  When sending an outbound email, the wrap up segment now counts as a handled interaction in the views.   That means each outbound email an agent sends counts as two handled interactions.  Has anyone else experienced this issue? 

Thanks