tAgentResponseTime. What is it actually counting?

Analytics and Reporting
1 
  Hello, hoping to get some insight into the tAgentResponseTime metric.

In the Genesys documentation, this metric is supposed to report the total time (in seconds I'm assuming?) that a customer spent waiting for a reply from an agent after they have sent their SMS message to our queue.

However I'm a bit confused, when I look at specific segment for one of our agents, their tAgentResponseTime appears much higher than it should.

This particular segment started 5/2/2023 at 10:35 am (PDT) and ended by 11:28 am (PDT). There are two tAgentResponseTime metrics in this segment:

{
"emitDate": "2023-05-02T18:42:05.808Z",
"name": "tAgentResponseTime",
"value": 876939
}

and

{
"emitDate": "2023-05-02T17:52:29.598Z",
"name": "tAgentResponseTime",
"value": 415600687
}

Looking at the chat log of this conversation in the Genesys GUI shows that it took the agent no more than two minutes to respond each time the customer texted.

So my question is: how are those values of tAgentResponseTime possible?

2

(in seconds I'm assuming?)

t values are in milliseconds.

But yours appear inexplicably excessive.

3

Any Genesys devs that can weigh in on this?

4

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