Genesys Cloud - Main

In our previous phone system, managers had visibility into the time between interactions, which was a key KPI we regularly tracked.

At this stage of the Genesys rollout, we're only utilizing phone analytics, so metrics related to email and messaging aren't relevant to what I'm trying to measure.

So far, the closest I've been able to identify is Idle Time per Handled Interaction, which gives me an average. I'm wondering if there's a more direct or accurate way to capture time between handled calls only.

I did come across an idea post that touches on a similar concept and have voted for it. However, the proposed solution in that post is more in-depth than what I'm currently looking for, so I wanted to open this question up here for any additional insights or recommendations in the meantime while that is being considered.

Thanks in advance!

Hi Mandie,

There isn't really a way of capturing that outside of the Agent Performance Detail > Timeline that shows the idle status and when hovering over it, the time in idle.  I would add your use case and requirements to the idea you voted on: Add Idle time between Interactions to Agent and Queue View

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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