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  • 1.  Pinpointing Reporting Abnormalities

    Posted 06-01-2020 14:27
    No replies, thread closed.
    I'm trying to break down where we see abnormal interaction analytics and provide a narrative but I'm having trouble matching extended ACW or AHT back to a specific interaction. I'm sure it's something that I'm missing but I'm at my wits end.
    #Reporting/Analytics

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    Brianna Pierce
    Gerber Products Company
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  • 2.  RE: Pinpointing Reporting Abnormalities

    Posted 06-01-2020 14:32
    No replies, thread closed.
    Interaction details (such as the length of time ispent in ACW or the Handle Time for a specific interaction) are a different type of data that AHT or Total ACW or Average ACW.

    You would be better off, probably, getting the basic time range that you want to analyze and then use the column settings and filters in the Interactions view (drilled down to a specific queue under Performance>Queues Activity) to find what you want.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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