Genesys Cloud - Main

Where is the best place to find out how the handled calls for the wrap-up code performance is counted?

We are finding that when exporting the interactions, the totals for the wrap-up codes at the queue level and the aggerated level are not matching what the wrap-up code performance is showing.

#Reporting/Analytics

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Mackenzie Becker
Athene
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The Handled count in Wrap-Up Performance is tHandle for any interaction that had that wrap-up code during the selected interval. You may see a difference when comparing to your exported interactions depending on your selected interval, because your interactions list is tied to the start time of the conversation, while the aggregate data you see in Wrap-Up Performance is tied to the time when wrap-up was submitted. If an interaction started in one interval and was wrapped up in another, these two sets may not match. If that's not what you're seeing, I'd be interested in knowing more through Care.

Thanks!

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Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
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