Workforce Engagement Management

Hi team, I was discussing some information with a VP, regarding a group of our, batch, who handle 3 queues ( Batch support, CommandBatch CP Support and Latam Batch Support) we were sunning a daily report and he had a question on to why if there is no incoming colume (offer/answer) was there still AHT being counted, I did indicate that this is based on only at the moment of the incoming interaction, but on how it is managed thoughtout the intervals, however he raised an important point, considering this last portion that Genesys does consider and "splits" the whole interaction into the intervals, why would it be intervals in blank and then afterwards again an AHT being counted if still no interaction are incoming. This was exactly for June 6th on the intervals after 4:30pm and only considering inbound calls. 

Can you try adding an outbound column? It is entirely possible these items are outbound calls and not inbound.  Handle time is based on any conversation within the queue, not just inbound.