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  • 1.  How do transferred calls impact an agent's handle time?

    Posted 08-21-2025 18:49
    No replies, thread closed.

    If an agent is transferred a call, does that call impact their own handle time?  Does Genesys only count their "portion" of the interaction?

    Thanks


    #Metrics

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    Mike Nahass
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  • 2.  RE: How do transferred calls impact an agent's handle time?
    Best Answer

    Posted 08-22-2025 10:53
    No replies, thread closed.

    Yes, in the Agent Performance views.

    Some info at https://help.mypurecloud.com/articles/real-time-agent-queue-and-user-presence-metrics/



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
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