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  • 1.  Handle time broken down

    Posted 13 days ago

    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 8 days ago

    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 6 days ago

    That was very useful, thank you for the input !



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    Sujatha Ganapathy
    Connect Holding LLC
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