Benson_Brian | 2024-07-08 18:16:31 UTC | #1
I've exported some queue data from the API and I'm attempting to calculate the AHT, Most of the intervals I calculated match the same stats within the Genesys Cloud App. However, some of the other intervals are off and I haven't figured out why yet. For example, One interval contains the following values:
TalkComplete.sum = 0.123273645833333 HeldComplete.sum = 0.00364011574074074 ACW.sum = 0.00104166666666667 Dialing.sum = 0.0000836805555555556 Contacting.Sum = 0.0000148148148148148
Handle.count = 9
When I sum up TalkCoplete + HeldComplete + ACW + Dialing + Contacting, I get
0.128053923611111
From there, I divide that by the Handle.count and I get
0.0142282137345679
I convert that number to time duration in Excel and I get
0:20:29
What's throwing me off is that the Genesys Cloud App shows the Avg Handle as
15m 45s
Why is this working for some intervals, but not other intervals? Is there something I need to add into this calculation to make it match?
Benson_Brian | 2024-07-09 19:27:43 UTC | #2
Anybody?
Somebody?
Jerome.Saint-Marc | 2024-07-10 14:06:21 UTC | #3
Hello,
We cannot investigate and don't have access to customer-specific data via the forum. If you believe the API is producing incorrect data, please open a case with Genesys Cloud Customer Care to investigate.
Regards,
Benson_Brian | 2024-07-10 14:08:42 UTC | #4
Thanks. I'll have to reach out to one of my admins to help with that. Can you confirm that the formula I'm using is accurate and that there's nothing else I should be subtracting or adding?
Jerome.Saint-Marc | 2024-07-10 14:13:48 UTC | #5
average handle time
Benson_Brian | 2024-07-10 14:21:08 UTC | #6
Yea, that's the same formula. I'll engage one of my admins. Thank You.
Cogsweba | 2024-07-19 22:43:41 UTC | #7
I am brand new to Genesys Cloud APIs. Which API are you using to get call stats by interval? What are the most common APIs I will need to calculate common queue and agent metrics? Also, which ones do i use to get agent state data by interval?
Thank you,
Brian
system | 2024-08-19 22:44:18 UTC | #8
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This post was migrated from the old Developer Forum.
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