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  • 1.  Talk Segments calculation

    Posted 06-05-2025 19:08

    Hemanth_Pethakamsett | 2024-04-09 14:10:58 UTC | #1

    The calculated average talk time using the formula "Talk time per interaction segment/# of talk segments" does not match the value displayed on the Queue Performance Dashboard.

    We have few questions as below and we are looking for answers.

    1. How # of talk segments are calculating?
    2. Do we need to consider all kind of purpose or only Agent and user?
    3. If you can help us with an example case it would be really helpful.

    Eos_Rios | 2024-04-25 00:15:44 UTC | #2

    Use export to see underlying values and test with math;

    Use Conversation Aggregate Query to test;

    The aggregate was grouped by

    Userid, Queueid, Requestedroutingskillid, Direction, Mediatype, Requestedlanguageid, Activeskillid, Removedskillid, Usedrouting

    Then resummarized for this test;

    select DayOf, intervalBeginLocal,sum(a.tAnsweredCount) tAnsweredCount, sum(a.tHandleCount) tHandleCount,  sum(tTalkCompleteCount) tTalkCompleteCount, sum(tTalkCompleteSum) tTalkCompleteSum
from PureCloudMetrics_Flat a 
where a.dayof = '2024-04-24'
and a.queueId = 'redacted'
and a.mediaType = 'voice'
and a.direction = 'inbound'
group by DayOf, intervalBeginLocal
order by 1,2

    Hemanth_Pethakamsett | 2024-05-08 12:05:22 UTC | #3

    Thank you for the detailed explanation. I am working on your explained solution. I would get back to you if any help needed Thank you

    system | 2024-06-07 12:06:17 UTC | #4

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 25630



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