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  • 1.  Talk / Handle time breakdown for ACD, non-ACD, and outbound

    Posted 03-21-2024 10:06
    No replies, thread closed.

    Is there a way (view) to separate the talk/handle times for ACD, non-ACD, and outbound calls?  It appears they are all combined in the current Agent Performance view and our teams would like a break down.  


    #Reporting/Analytics

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    Matt Kirkpatrick
    American Equity Investment Life Holdings Company
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  • 2.  RE: Talk / Handle time breakdown for ACD, non-ACD, and outbound
    Best Answer

    Posted 03-30-2024 20:05
    No replies, thread closed.

    You can't view it in a single view, but, if you look at the Queue Performance, there is a filter for Inbound and Outbound direction.  That would give you talk/handle time for those specific directions. 

     All stats in Queue Performance are going to be ACD calls. Agent Performance has the same filter for Direction, but there is another one for ACD.

    If you really need in a single view, pop the data into your BI tool using the static link of the combination of the above.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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