markmou | 2020-12-24 08:17:54 UTC | #1
Hi,
On the Interaction page, we can see the duration value of the recording, take chat for example. I am assuming the duration was calculated by recording end time - start time, the last DateTime of the recording - the first DateTime of the recording.
But it cannot match the data in the timeline, I believe the data in the timeline was extracted from the same source of the Analytics Conversation Detail API.
Take this chat conversation for example.
The duration on the interaction page is 30m 14s The sum of the duration of agent segments (alert, wrapup was excluded) from Analytics Conversation Detail API is 0:31:17.624000 which is 31m 18s
Agent segments:
Start End Duration Type (Agent A) (05:08:17.202 ~ 05:08:21.500) 0:00:04.298 (alert) (Agent A) (05:08:21.500 ~ 05:10:01.970) 0:01:40.470 (interact) (Agent A) (05:10:01.970 ~ 05:10:09.698) 0:00:07.728 (hold) (Agent A) (05:10:09.698 ~ 05:12:16.466) 0:02:06.768 (interact) (Agent A) (05:12:16.466 ~ 05:12:43.023) 0:00:26.557 (hold) (Agent A) (05:12:43.023 ~ 05:28:31.755) 0:15:48.732 (interact) (Agent A) (05:28:32.134 ~ 05:29:53.134) 0:01:21 (wrapup) (Agent B) (05:28:31.757 ~ 05:28:37.908) 0:00:06.151 (alert) (Agent B) (05:28:37.908 ~ 05:39:45.277) 0:11:07.369 (interact) (Agent B) (05:39:44.825 ~ 05:39:47.825) 0:00:03 (wrapup)
What is the best way to get the agent's total work durations in a conversation? especially for conversations contains multiple agent participants.
Thanks in advance, Mark
tim.smith | 2021-01-04 16:37:36 UTC | #2
The time an agent was involved in a conversation can be calculated by calculating the duration of all of their segments and adding them together for a total duration. If the analytics calculations are based on the same information in the UI but the data is incorrect, please open a case with Genesys Cloud Care to investigate as customer-specific data cannot be investigated via the forum.
system | 2021-02-03 16:37:36 UTC | #3
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