Genesys Cloud – Digital reporting revision for auto answer

In a future release, Genesys Cloud will revise digital interaction reporting so that the reporting captures and includes hold time, also referred to as inactive duration, when auto answer is enabled. Previously, when the system auto-accepted a digital interaction, the time between that acceptance and the moment that the agent was actively engaged was not visible in reports.

This change provides a more accurate view of agent activity by making previously invisible time measurable and part of standard reporting. By recording and including hold time in digital interaction metrics, reports reflect the full engagement life cycle from auto-accept to active handling. This update improves the accuracy of availability, handle time, and occupancy calculations. The changes also align digital reporting more closely with voice reporting, and give planners and analysts more reliable data for evaluating agent workload, queue efficiency, and operational performance.

What changes

• Reports now capture hold time or inactive duration for all auto-answered digital interactions
• Metric calculations, including total interaction duration and agent occupancy, now include this time
• Reporting supports filtering and segmentation based on whether an interaction includes a hold interval

What remains unchanged

• Auto answer behavior and routing do not change
• The update affects digital reporting and data pipelines only
• No user action or opt-in is required