Genesys Cloud - Main

Hello,

I am hoping to get a better understanding of the email performance metrics.  On the Agent Performance page when you filter for only emails, there are two columns, 'Answer' and 'Handle'.  Those numbers differ.  I was hoping to understand why those numbers differ and what the definitions of the metrics are.  Any insight is greatly appreciated.

Thanks!
#Reporting/Analytics

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Bill McElroy

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Hi Bill -

Please see the resource center for the metric definitions:  https://help.mypurecloud.com/articles/metric-definitions/

Also, on the bottom left corner of Genesys Cloud you will see a ? icon.  If you click on that the context sensitive help will load for that specific view that you have selected.  This will give you the details of each view - if you scroll to the section titled available columns you will also see the data there.

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Darlene Oordt
Sr. Director Product Management
Genesys - Employees
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Original Message:
Sent: 07-20-2020 10:28
From: Bill McElroy
Subject: Email metrics definition

Hello,

I am hoping to get a better understanding of the email performance metrics.  On the Agent Performance page when you filter for only emails, there are two columns, 'Answer' and 'Handle'.  Those numbers differ.  I was hoping to understand why those numbers differ and what the definitions of the metrics are.  Any insight is greatly appreciated.

Thanks!
#Reporting/Analytics

------------------------------
Bill McElroy

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