Genesys Cloud CX

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  • 1.  Total Queue Definition in Queue Interaction Detail

    Posted 9 days ago
    What is the definition of this metric or the math behind it?  I cannot find it anywhere on the knowledge pages but it is available as an option.
    #Reporting/Analytics

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    Nick Kieffer
    Simmons Bank
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  • 2.  RE: Total Queue Definition in Queue Interaction Detail
    Best Answer

    GENESYS
    Posted 8 days ago
    It is defined here: https://help.mypurecloud.com/articles/queues-interactions-detail-view/  Go into the available columns area and locate the metrics section.  Total Queue is "The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent."

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 3.  RE: Total Queue Definition in Queue Interaction Detail

    Posted 8 days ago
    Thank you as I missed that somehow.
    Nick

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    Nick Kieffer
    Simmons Bank
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  • 4.  RE: Total Queue Definition in Queue Interaction Detail

    Posted 8 days ago
    Thank you as I missed that somehow.
    Nick

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    Nick Kieffer
    Simmons Bank
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