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What does activity time "otherDurationPercentage" cover?

  • 1.  What does activity time "otherDurationPercentage" cover?

    Posted 06-05-2025 19:07

    Hichem_Agrebi | 2021-04-03 13:12:08 UTC | #1

    I used this API GET /api/v2/speechandtextanalytics/conversations/cd608212-3b31-418a-ace3-208d54c77744 and get this result below.

    I noticed "otherDurationPercentage": 24.28, which is quite high. It is not documented by Genesys what other duration is supposed to cover? Is it tAlert and twrap up or what does it exactly include? Thanks

    result--- { "conversation": { "id": "cd608212-3b31-418a-ace3-208d54c77744", "selfUri": "/api/v2/conversations/cd608212-3b31-418a-ace3-208d54c77744" }, "sentimentScore": -0.3219601125381079, "sentimentTrend": 0.14565630622579545, "participantMetrics": { "agentDurationPercentage": 19.9, "customerDurationPercentage": 22.85, "silenceDurationPercentage": 1.19, "ivrDurationPercentage": 2.34, "acdDurationPercentage": 29.44, "otherDurationPercentage": 24.28 } }

    Hichem_Agrebi | 2021-04-09 20:43:11 UTC | #2

    Anyone can shed some lights on this question please?

    Jerome.Saint-Marc | 2021-04-13 07:12:09 UTC | #3

    Hello,

    Here's the answer I got from Engineering. otherDurationPercentage may include the percentage of duration of following events Music Hold Secure Pause Missed Speech Detection

    Hope this helps.

    Regards,

    Hichem_Agrebi | 2021-04-13 07:54:26 UTC | #4

    Thanks Jerôme, you're a star ! that makes sense now

    system | 2021-05-13 07:57:49 UTC | #5

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 10492



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