TALKTIME metric

Hello
Our customer wants to get the TALKTIME metric separately for incoming calls, outgoing calls and internal calls.
Is this possible using the API?
Regards
Anna

Genesys doesn't have a concept of internal vs non-internal calls because a single conversation can contain legs of both and frankly how you define the concepts is entirely arbitrary so they didn't bother. Closest concept is acd routed vs non acd routed, which will change the purposes from customer & agent (acd routed) to external and user (non acd routed). Any more specific would require you mining the full conversation details and applying your own rules.

Everything else you've mentioned would be easily available in summaries from https://developer.genesys.cloud/analyticsdatamanagement/analytics/aggregate/conversation-query
with some basic grouping by direction.

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