Genesys Cloud - Main

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?

#Reporting/Analytics
#Routing(ACD/IVR)

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Jean Lam
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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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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:
Sent: 12-06-2024 15:52
From: Jason Kleitz
Subject: Inbound SMS interaction shows 1 hour long but the agent interaction is only 5 minutes?

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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