Hello everyone. I am currently working on a performance audit for our digital channels, specifically focusing on our ‘Response Time’ SLAs for a blended queue of email and web messaging. I am finding it extremely difficult to reconcile the numbers between the ‘Interaction Detail’ reports and the ‘Queue Performance’ views. When an agent is handling two messaging sessions and an email simultaneously, how does the platform calculate the ‘Response Time’ for the email? Does the clock stop when the agent clicks on the email tab, or only when they actually send the outbound reply? I have provided a detailed breakdown of our current metrics below and I would appreciate any insight into the underlying calculation logic.
Good afternoon. We encountered this exact same calculation hurdle when we were migrating several large-scale digital operations from NICE CXone. In CXone, ‘Response Time’ was often based on the ‘Active Focus’ time of the agent. However, in Genesys Cloud, the ‘First Response Time’ for an email is strictly the duration between the interaction entering the queue and the first message.send event. The platform does not natively account for agent multi-tasking or tab-focus time in the standard SLA metrics. This can make your email performance look worse than it actually is if your agents are prioritizing messaging pings while they draft their email responses.
I am seeing this same issue from a custom desktop development perspective. If you are building a custom UI, you can use the v2.users.{id}.conversations notification to track when an agent actually opens the email. We’ve started logging this as a custom ‘Agent Engagement’ event. It shows that our agents are ‘Responding’ much faster than the standard reports suggest, they just aren’t completing the response as quickly because they are being interrupted by messaging sessions. It’s a fundamental reporting gap that Genesys needs to address for blended digital environments!
As an Edge appliance admin, I manage the media servers that handle these digital events and I can confirm that the ‘Focus Time’ data is not even sent to the analytics data lake for email interactions. The platform only tracks the state changes (Offered, Connected, Disconnected). If you want more granular data on how much time agents are actually spending on emails while handling messages, you must utilize the ‘Screen Recording’ feature and perform a manual audit. There is no enterprise-level API endpoint that will give you ‘Focus-Aware Response Time’ for blended digital queues today.