Genesys Cloud - Main

'Calls Handled' incl. answered interactions, transfers, callbacks & outbound calls, however it doesn't add up if I select: 
Individual's 'calls handled' on any particular day+ 'Transfer' exceeds 'Calls Handled'. Why is this?
#Telephony

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Olga Colyvas
Garrisons Operations Pty Ltd
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It sounds like you are looking at someone's calls handled plus calls they transferred to someone? Aren't those transfers already included in the number of calls handled?

Perhaps I am reading your scenario incorrectly.

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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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Here is a great explanation:  https://help.mypurecloud.com/faq/what-is-the-difference-between-the-answered-and-handle-metrics/

Calls handled could be in and outbound calls.  Transfers should not be added to the handled as those could be system transfers or agent transfers outside of the queue metrics.  

Another good reading is related to WFM, but explains metrics well.  https://help.mypurecloud.com/articles/workforce-management-metric-definitions/


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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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