Genesys Cloud - Developer Community!

Hello everyone,

I have a question about the "total talk" metric. When reviewing the Interactions view, I notice that this metric is affected by a workflow that is triggered when a call is abandoned in the queue. The purpose of this workflow is to create a callback to reestablish communication with the customer.

Is this behavior normal for total talk? Is there a way for this field to show me the agent's actual talk time without being affected by the aforementioned process?

I look forward to your comments. 

Best regards