Good afternoon. I am currently conducting an RFP evaluation for a major client. We are auditing the accuracy of the Genesys Cloud reporting engine. I have observed a discrepancy that is causing some confusion. When I view the ‘Queue Performance’ dashboard, the ‘Average Talk Time’ for a specific queue is ten seconds higher than the ‘Average Talk Time’ shown in the ‘Agent Performance’ view for the agents assigned to that same queue. I have verified that all filters are identical. What is the technical rationale for this discrepancy? Does the Queue view include duration that the Agent view ignores?
Greetings. This is an excellent question and one that we frequently address when onboarding new AppFoundry partners. The discrepancy usually stems from how ‘Consult’ time is handled during transfers.
In the ‘Queue Performance’ view, the ‘Talk Time’ metric represents the total time the customer was connected to any agent for that specific queue interaction. If Agent A consults with Agent B before transferring, that consult time is included in the total queue talk duration.
However, in the ‘Agent Performance’ view, that consult time is often categorized separately from their primary ‘Talk’ metric to ensure their individual productivity stats are not skewed by internal discussions. I can provide a detailed breakdown of the API schema if you need to see exactly which metrics roll up into each view.
I am so glad you asked this! Reporting is one of the most exciting parts of Genesys Cloud! To add to what was said, you should also check your ‘Hold’ settings! Sometimes, if an agent puts a caller on hold and then transfers them, that hold time stays with the original queue metric but does not always show up the same way on the agent’s individual scorecard depending on how the ‘Interaction’ view is configured! It is all about the ‘Participant’ data! If you look at the raw SIP headers via a diagnostic tool, you can see exactly when the media state changes. It is just another example of how transparent and detailed the platform is!