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  • 1.  Handle time broken down

    Posted 07-10-2024 13:39

    When we visit a timeline on interaction -

    we can see handle times broken down by queues(if the call traversed multiple agents).

    Can this breakdown be pulled down in a report, like for all calls in an interval, instead of visiting timelines for each ?


    #Reporting/Analytics

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    Sujatha Ganapathy
    Connect Holding LLC
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  • 2.  RE: Handle time broken down
    Best Answer

    Posted 07-15-2024 01:10

    The Conversations Detail API does show you each segment of the conversation broken down by participants.  You can find the segments for queues as the ACD participant.  Here is a link to the details API: https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-analytics-conversations--conversationId--details



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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
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  • 3.  RE: Handle time broken down

    Posted 07-17-2024 02:44

    That was very useful, thank you for the input !



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    Sujatha Ganapathy
    Connect Holding LLC
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