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  • 1.  How to find the average length of the call in Genesys pure cloud

    Posted 08-28-2024 08:32
    No replies, thread closed.

    Hi ,

    How can we determine the average call length in Genesys Cloud? We download the calls from Genesys and perform Speech-to-Text (STT) on another platform, and we want to calculate the average STT cost per minute.

    Currently, we've enabled callbacks on the queue, so we're transcribing both the initial call and the callback from the agent. I'm using the formula: Avg Wait Time + Avg Handle Time – Avg ACW. Does this formula account for the call length associated with the callback?

    Appreciate your comments/suggestions on this.


    #Reporting/Analytics

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    Karthik Ageer
    Computer Generated Solutions, Inc.
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  • 2.  RE: How to find the average length of the call in Genesys pure cloud
    Best Answer

    Posted 08-28-2024 09:20
    No replies, thread closed.

    Hi Karthik,

    For callbacks, you have to track at the session level to get the call/voice session only of a callback and get your AWT+AHT from there.

    Callbacks will show interact segments on both callback and call/voice sessions and this will mess your calculation.

    SAMPLE: Call below shows total talk metric of 1m44s but timeline shows it is coming from callback session only. No actual voice talk time was there.





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    Niel Vicente
    DAMAC Properties Co. LLC
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  • 3.  RE: How to find the average length of the call in Genesys pure cloud

    Posted 08-28-2024 09:57
    No replies, thread closed.

    Hello Karthik, 

    I believe this is the correct formula. 

    Avg Wait time:

    The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.

    Avg Handle Time:

    The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work.

    Avg ACW:

    The number of times after-call work (ACW) was completed.

    It seems like the formula you are using covers the entire call length from queue to talk time to ACW. 

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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