Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Noufal on May 07, 2019, 08:35:56 AM

Title: Chat Handle Time
Post by: Noufal on May 07, 2019, 08:35:56 AM

Hi,

We having huge Avg Handle Time on Chat, once find root cause , the chat calculating time for waiting (waiting time in queue for Agent ) + Agent connected . how can i make only agent connected here? like voice .

Title: Re: Chat Handle Time
Post by: cavagnaro on May 07, 2019, 01:25:23 PM

Check agent reports.

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Title: Re: Chat Handle Time
Post by: Noufal on May 08, 2019, 10:56:33 AM

its from Agent Queue report ..issue

Title: Re: Chat Handle Time
Post by: cavagnaro on May 08, 2019, 12:26:25 PM

On the way I see it you are asking agent information at queue level... Yes, report says agent queue, but is the fact of that association. If you don't want it, go directly to the agent side


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Title: Re: Chat Handle Time
Post by: n3vek7 on May 08, 2019, 04:29:31 PM

Is it GI2 reports? Make sure you filter on media type.
Look at interaction handling attempt to see more in details .

if this doesn't help, show us a screenshot or provide more details about the report and your filters.