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  • 1.  Understanding Duration

    Posted 02-09-2024 16:57
    No replies, thread closed.

    I'm trying to understand the reports I'm extracting from Genesys. Using Workspace > Queue Interaction > Queue name > Interaction. Conversation Duration is being shown Minutes and Seconds. But once i export the same data to excel. The duration is completely different. I'm not sure what I'm missing her. Please see screen shot samples.


    #Reporting/Analytics

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    Samantha Alfonso
    Skyline Security
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  • 2.  RE: Understanding Duration
    Best Answer

    Posted 02-09-2024 22:08
    No replies, thread closed.

    Hey mate, 

    When you do an export, you have the option of selecting advance options and then changing the times to HH:MM:SS.ms 

    Currently, this would show you ms, so you would need to convert that. I tend to use the setting to change it to the former



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    Lawrence Drayton
    Prvidr Pty Ltd
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