Genesys Cloud - Main

Good afternoon,

I'm trying to determine which Wrap Up Codes have the longest Average Handle Time across the entire contact center - is there a way to do this?

I can do so at the individual level but not seeing how to at the dept level.
#QualityManagement
#Reporting/Analytics
#SystemAdministration

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Victoria Sopa
Ultimus Fund Solutions, LLC
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Hi Victoria,

Does the Wrap-Up Performance give you what you're looking for? Within this view you can look at all wrap up codes, and the associated metrics for all of the calls that had that wrap code. Then, when you hit the "+" sign, it displays the different queues.


This should work for you if departments are broken down by queue.

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Peter Stoltenberg
Avtex Solutions, LLC
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