Let's discuss why there may be data differences between OI and Genesys

Firstly, make sure your filters match...

It’s possible the data being viewed in Genesys is not the same set as what is being viewed in OI. It's important to confirm that the date range, queues and directions all match what you're viewing in Genesys & OI. 

The AHT metric used in OI from Genesys is ‘tHandle’ - this is at the interaction level and should be the same as ‘Handle time’ elsewhere in Genesys. ‘tHandle’ is what it’s called in the conversation aggregate query which is what we use to pull interactions from Genesys via the API. More information on this Genesys query can be found here.

Is there a customer transcript?

Where there is no customer side of the transcript, we don't include the interaction in OI. These calls also typically have a very short handle time and are included in the average reported in Genesys. Excluding these means the average handle time in OI is higher than the average Genesys reports.

Other missing call data

A very small proportion of interactions (typically 1-5%) may be missing data. If the values are missing, we do not ingest the interaction as we cannot use it towards calculations.

Instances where we can’t use the data: 

• If call recording is disabled or fails
• If transcription is disabled or fails
• Missing values in the API for key fields required (queue, agent, handle time, date & time)