Is it possible to filter the Agent Performance view to exclude outbound queue interactions when calculating average handle time for a blended skill group? The current aggregate metrics are skewed by long outbound call attempts that do not result in a sale, making it difficult to assess true inbound service level efficiency for our Paris team. We require a granular breakdown that separates these directional metrics without relying on custom SQL exports.
Take a look at at the Performance API filters. Specifically, use the direction parameter set to inbound when querying /v2/analytics/queues/summary. This excludes outbound attempts from your AHT calculations directly in the API response.
| Parameter | Value |
|---|---|
direction |
inbound |
metrics |
handleTime |
The easiest fix here is this is to rely on Data Actions for precise segmentation:
- Configure a webhook to push interaction metadata to ServiceNow based on direction.
- Use custom fields in ServiceNow to tag outbound attempts separately.
- Query ServiceNow reports for isolated AHT, as native GC dashboards often blend metrics despite API filters.