Does anyone understand why the handle time metric for our Facebook Messenger queue includes the entire post-interaction wrap-up duration, whereas the voice queue metrics exclude it? This inconsistency is causing significant confusion in our executive dashboard reports regarding agent efficiency. The data source is the standard Genesys Cloud Performance dashboard, and we require a definitive explanation of the calculation logic to align our SLA definitions.
You might want to check at the interaction metadata structure. Digital channels often bundle wrap-up into the total duration for chain of custody integrity, unlike voice which separates ACW. Verify the wrapUpCode timing in the export payload. The API documentation clarifies this distinction here: https://developer.genesys.cloud/api/v2/interactions/digital.
The documentation actually says digital handle time includes wrap-up by default, which breaks our WFM forecasting models.
“HandleTime = TalkTime + WaitTime + WrapUpTime”
We usually force a custom metric to exclude wrapUpCode duration so the schedule adherence reports match voice logic.
The documentation actually says digital handle time includes wrap-up by default, which breaks our WFM forecasting models.
“HandleTime = TalkTime + WaitTime + WrapUpTime”
We usually force a custom metric to excludewrapUpCodeduration so the schedule adherence reports match voice logic.
Note: Check the raw JSON in ServiceNow.