Hi Yvonne,
That is not configurable, it is displayed in MM:SS and rounds down to the closest second.
You will need to either export the data and use an external system to change the time format and rounding. As I said previously, you will need to raise this in the Genesys Cloud Product Ideas Lab to be considered for future development.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 08-07-2025 15:40
From: Yvonne Martinez
Subject: Editing metric data
The view is the agent's view of their performance. It appears under My Performance.
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Yvonne Martinez
AVP, Contact Center
Rally Credit Union
Corpus Christi TX
Original Message:
Sent: 08-06-2025 10:17
From: Samuel Jillard
Subject: Editing metric data
Hi Yvonne,
Can you clarify which view you mean? When I check the agent performance views its in H:M:SS, there is not currently a way to change this to show only seconds or change the rounding.
If this is what you require, you would need to raise an Idea on the Genesys Cloud Product Ideas Lab
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 08-05-2025 16:43
From: Yvonne Martinez
Subject: Editing metric data
Agent performance dashboard allows agents to view ACW metric. How can I adjust the metric to not round down and to round up using two decimal places. All in seconds (time).
#Metrics
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Yvonne Martinez
AVP, Contact Center
Rally Credit Union
Corpus Christi TX
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