The behavior you're seeing is actually explained in the metric definitions.
Avg Handle Time is calculated using the total handle time divided by the total number of interactions handled, and it includes talk time, hold time, after-call work, and (for outbound) dialing and contacting time.
Avg Talk Time, on the other hand, is calculated as total talk time divided by the count of interactions with talk time.
Because these two metrics use different denominators, they are not directly comparable.
As noted in the documentation, Avg Talk, Avg Hold, and Avg ACW do not equal Avg Handle, since the calculations are based on cumulative totals and not on the same set of interactions.
You can find the full definitions of these metrics in the Genesys documentation here: https://help.genesys.cloud/articles/view-available-columns-in-performance-views-by-category/
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Mateus Nunes
Tech Leader Of CX at Solve4ME
Brazil
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