Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Avg Talk Calculation in Queue Performance view

    Posted 02-27-2024 19:13
    No replies, thread closed.

    Hi Team,

    We are trying to calculate Average talk of a queue by using the below 

    Avg Talk = Total Talk / No of calls handled

    Here we are seeing mismatch with Queue Performance view with our logic.

    The Others metrics like offered, handled, answered and total talk all are matching but avg talk is not matching

    It would be great if you can help me with the logic or guide me to correct this.


    #Reporting/Analytics

    ------------------------------
    Hemanth Pethakamsetty
    ------------------------------


  • 2.  RE: Avg Talk Calculation in Queue Performance view
    Best Answer

    Posted 02-27-2024 22:49
    No replies, thread closed.

    That is because Genesys calculates that as Talk time per interaction segment/# of talk segments.  Talk segments are each time the agent is engages with a customer.  for more, check here:  average talk time - Genesys Cloud Resource Center (mypurecloud.com)



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content