Interaction details (such as the length of time ispent in ACW or the Handle Time for a specific interaction) are a different type of data that AHT or Total ACW or Average ACW.
You would be better off, probably, getting the basic time range that you want to analyze and then use the column settings and filters in the Interactions view (drilled down to a specific queue under Performance>Queues Activity) to find what you want.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 06-01-2020 14:26
From: Brianna Pierce
Subject: Pinpointing Reporting Abnormalities
I'm trying to break down where we see abnormal interaction analytics and provide a narrative but I'm having trouble matching extended ACW or AHT back to a specific interaction. I'm sure it's something that I'm missing but I'm at my wits end.
#Reporting/Analytics
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Brianna Pierce
Gerber Products Company
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