Genesys Cloud - Main

Hello,

When looking at emails, the handle metric is not adding up to actual emails handled. When we count manually how many emails are handled it is significantly lower than what genesys handle count is showing.

Is there a different metric we are to use?

#Unsure/Other

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Nicholas Ali
Supervisor of Quality Assurance, Compliance
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Hi Nicholas,

An interaction can be handled multiple times: What is the difference between the answered and handle metrics?

Also, the handled count in Queue Performance will show the metric for handles within the date range selected(aggregate query), but the interactions view for the same date range will only show interactions that started within that date range(details query): Interval

If you can clarify which views/APIs you are looking at, that might help to confirm if it is the above scenario.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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