Stuck on a problem and need help troubleshooting a data discrepancy during our Zendesk-to-Genesys Cloud migration. We are trying to validate that historical ticket resolution times match the new Interaction Analytics reports.
When pulling data from the Zendesk CSV export for last month, the average handle time shows 4m 12s. However, querying the Genesys Cloud v2/analytics/reporting/interactions endpoint with identical date filters and agent IDs returns an average of 5m 30s. The delta is too large to be rounding error.
We mapped Zendesk ‘updated_at’ timestamps to GC ‘wrap-up’ events, but the GC reports seem to include hold time differently. Is there a specific metric in the GC reporting API that mirrors Zendesk’s ‘talk time’ exactly? The documentation mentions ‘talk time’ vs ‘total time’ but the JSON response fields are confusing.
Specifically, which field in the /reporting/interactions query result should align with Zendesk’s ‘talk time’ column? We are using the default ‘interaction’ report type.