Genesys Cloud - Main

Is there a metric that will show total time that an agent spends from the start of dial to the end of dial regardless of outcome of call. I see on queue, and I see talk time, but would like to know if there is a metric that shows all time that an agent is dialing, talking, on hold, total time on the phone actually doing some sort of work/interacting.

#Reporting/Analytics

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Todd Dixon
Call Center Manager
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Hi Todd,

I think the Metric you would want is Total Handle - The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

This metric is available on the Agent Performance views or on the Interactions view if you want to see the metric on a per interaction basis

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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