Hello,

I will first say that i went through the Performance metrics in this article:
View available columns in performance views by category - Genesys Cloud Resource Center (mypurecloud.com)

I integrated the Genesys Cloud CX in several Organizations, and one of the hardest questions for me to answer my customers, is

why the metrics in agent performance report doesn't add up, I'll explain.

If I'm looking at the report from a Supervisor perspective, I want to know the following metrics:

1. how many Interactions the Agent Answered from the Queue,
2. how many Interactions Agent answered from Non-Queue entity
3. how many Interactions Agent placed outbound on behalf of a queue
4. how many interactions Agent placed not on behalf of a queue
5. how many of the interactions that Agent placed did connect to other party

aside from those, Supervisor will want to know about other metrics, but I'm I'll focus what I listed here.

So, maybe it's not possible to extract "all" the metrics asked by the Supervisor, but, at least, I would like to know how many Interactions the Agent did, totally

and how many of them was inbound and how many outbound, that is the minimum!. 

and even to this, I can't get a coherent answer from the report, whenever I add "Answer" to "Outbound" it always will be less than "Handle"

I tried other combinations, but nothing can really answer the question: 

how many Interactions the Agent did, totaly

and how many of them was inbound and how many outbound

I know that probably what causes this, is the Internal Interactions that agents dial to each other or transfer to each other, or maybe lack of understanding of Genesys

metrics from my side, anyway, any, some coherent explanation will be welcome.

Thanks in advanced

Hi Shahar,

Please make sure these four metrics are included in the Performance View:

Now, to get a better insight and answers to all of your 5 questions use the following Filters in Agent Performance View

Initial Direction,

Direction,

and ACD (Yes/No)