melussier | 2023-11-09 15:44:33 UTC | #1
hello, Why do I have more handle than answer when I use Initial Direction? I thought that by using initial direction I would only have the total number of calls that came into ACD through a queue. Thank you
jacobshaw | 2023-11-14 20:35:29 UTC | #2
Hi @melussier Could you provide more context? I'm assuming your talking about the results of a Conversation aggregates query. If that is the case, are you using tAnswered and tHandle? Because those represent the total time spent waiting to be connected and time spent by agent on the interaction, respectively, rather than a count of segments with those metrics.
jacobshaw | 2023-11-14 20:35:58 UTC | #3
You can find metric descriptions here https://developer.genesys.cloud/analyticsdatamanagement/analytics/aggregate/conversation-query
system | 2023-12-15 20:36:47 UTC | #4
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