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  • 1.  Inbound SMS interaction shows 1 hour long but the agent interaction is only 5 minutes?

    Posted 12-06-2024 12:41

    The SMS interactions for this particular SMS queues are showing about 1 hour in length, however the actual agent to customer conversation is around 5mn.

    Is there a reason why Genesys is showing the interaction as 1 hour?

    Start TimeFriday, xxxxx 2024 11:45:16 PM
    End TimeSaturday, xxxxxx, 2024 12:52:18 AM


    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Jean Lam
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  • 2.  RE: Inbound SMS interaction shows 1 hour long but the agent interaction is only 5 minutes?
    Best Answer

    GENESYS
    Posted 12-06-2024 15:52

    Hello Jean,

    Even though the agent only interacted with the SMS for the 5 minute segment, the start of the interaction was when the message was routed to the ACD queue. From there, it waited to be routed to the next available agent.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Inbound SMS interaction shows 1 hour long but the agent interaction is only 5 minutes?

    Posted 12-06-2024 16:14

    Hi Jason,

    The green Interact bar for Customer Guest and ACD Message equals to the inbound SMS waiting for a available agent at 1 hour?  I looked at the Queue Performance report Avg wait time for that time period and it's about 4mn. 

    Is there a report that would show the 1 hour wait time in detail? Ty



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    Jean Lam
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    Original Message


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