Hello. I am a contractor and I have inherited a very messy Genesys Cloud implementation. I am verifying the custom reports that the previous developer built using the /api/v2/analytics/conversations/aggregates/query endpoint. The reports calculate the total Handle Time for the agents. However, I noticed a major discrepancy. When I sum the tTalk, tHeld, and tAcw metrics for a specific agent, the total is sometimes significantly lower than the tHandle metric provided by the API! I cannot find the missing seconds. Is there another metric that is included in the native tHandle calculation that the previous developer missed?
Oh man, I ran into this exact same math problem when I was building our gamification leaderboards! If your agents are getting penalized because their Handle Time looks artificially high, you are probably missing the tDialing and tContacting metrics! If an agent makes an outbound call on behalf of a queue, the time they spend listening to the phone ring is counted towards their total Handle Time! But it is not counted as Talk Time! You have to add tContacting to your formula to make the math balance out!
Do not forget the tVoicemail metric. If an agent is assigned an ACD voicemail routing interaction, the time they spend listening to the voicemail playback before they delete it or return the call is added directly to tHandle. It does not register as tTalk because there is no external participant connected on a live media path.
You must include tVoicemail in your custom summation logic.
When migrating reporting from NICE CXone, this is a frequent point of confusion. Genesys Cloud defines tHandle as the total continuous duration an agent is engaged with an interaction segment. If you transfer a call, the brief period where the agent is consulting with the destination party before completing the transfer is logged as tTalk for the consult segment, but it still rolls up into the primary tHandle.
You must parse the individual segments within the user participant block to reconcile the exact durations accurately.