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  • 1.  Exporting .csv of Interactions that includes ACD time.

    Posted 09-04-2024 14:57
    Edited by Scott Travis 09-04-2024 15:43
    No replies, thread closed.

    Hi all,

    I'm new to the community and I'm looking for help with regards to exporting some data. I've been asked to do analysis on the total ACD times of calls to our help line. Because of the complexity of the calls, the data requires quite a bit of case-by-case validation, meaning the default reporting that Genesys provides fall short of what we need.

    Specifically, what I'd love to be able to do is export total ACD time as one of the columns in the Interactions .csv export. I see that this is not included in the list of columns. Is there a way to either add this to the list, or extract it another way?

    Thank you so much.


    #Reporting/Analytics
    #FeatureRequest
    #GenesysCloud
    #ACD
    #Interactions
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    Scott Travis
    Alberta Health Services
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  • 2.  RE: Exporting .csv of Interactions that includes ACD time.
    Best Answer

    Posted 09-05-2024 04:43
    No replies, thread closed.

    Hi Scott and welcome to the community.

    There is a column within the Interactions view for Total Queue - The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.  I hope this helps, but please let us know if it was something else you were looking for.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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