Hey guys, I am just a supervisor managing about 30 agents, so I do not really know the deep code stuff. But my team’s Performance Dashboard has been acting really weird lately. For some of my agents, their “Average Handle Time” (AHT) is showing up as literally 0 seconds for the entire week, even though I can see them taking calls all day long! Our IT guy says the Genesys Cloud API is returning blank data for those specific agents. Why would the system record the call volume but completely lose the handle time for only a few people?
Genesys Cloud analytics. That sounds like a classic presence issue! AHT is calculated based on the segments of the interaction (like Talk, Hold, and ACW). If your agents are using a physical desk phone instead of the WebRTC browser phone, and they are not manually changing their status to “On Queue” in the Genesys Cloud interface, the system might not properly associate the media stream with their user profile for the analytics engine. Ensure they are logging in properly before they pick up the handset!
I see this exact reporting glitch all the time! To add to what As noted above, there is another very common cause. Check your “Wrap-up Codes” configuration. If an agent completes a call but the queue is configured with “Optional” wrap-up, and the agent never selects a code or manually closes the interaction tab, the acw (After Call Work) segment never formally closes in the analytics database until the system forces a timeout hours later. This can completely break the Handle Time calculation for that specific interaction, causing it to drop out of the AHT average!