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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Original Message:
Sent: 02-09-2024 16:57
From: Samantha Alfonso
Subject: Understanding Duration
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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