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Hi Philip, I believe the values can go over 100% as as more than once can happen at once. So its working out % of the call that the metric is happening, but for example overtalk would be both Agent Talk and Customer Talk. With regards to the values ...

Found that setting... It was not in a voice but in a General tab. ------------------------------ Armands Bunkovskis Adventus Solutions Sia ------------------------------

Hi Steven, Hopefully someone in the community can confirm if this is expected, but it might be worth a case with Genesys Product Support to clarify why its reverting to the original intent. ------------------------------ Sam Jillard Online Community ...

Hi Abril, This appears to be on the WhatsApp side and I believe it caused by WhatsApp involving the customer in something experimental. If you see it consistently for multiple customer, then I would recommend raising a case with Genesys Product Support ...

Hi Prathap, you could probably do this using a trigger and an Architect workflow that calls the data action. Overview of triggers - Genesys Cloud Resource Center v2.detail.events.conversation.{id}.acd.start v2.detail.events.conversation.{id}.user.start ...