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Although Operata collects detail on every second of every call, Operata charges are based only on the time Agents have the call, this is known as Agent talk and hold time - here’s how to get this minute detail.

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Permissions required

The user pulling the figures requires one of the following permission sets in Genesys Cloud: • Analytics > Agent Aggregate > View • UI > Supervisor > View • A custom role with access to the Performance workspace views

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Step-by-step

Log in to Genesys Cloud at https://apps.<region>.pure.cloud - substituting the appropriate regional domain (mypurecloud.com.au, mypurecloud.com, mypurecloud.de, etc.). From the top navigation, click Performance → Workspace → Contact Center → Agents Performance. In the date picker (top right), select Custom and choose the first day of the calendar month through to the last day of the same month. For example, 1 April 2026 to 30 April 2026. In the Filter pane on the left, set Media Type to Voice only. Clear any other media types to avoid including chat or email handle time. Click the column picker (the gear icon above the table) and ensure the following columns are visible:
  • Avg Talk Time
  • Total Talk Time
  • Avg Hold Time
  • Total Hold Time
  • Total Handle Time (cross-check only - this includes after-call work and is not used in the calculation)
  • Answered.
Leave the agent filter blank to include every agent, or select specific agents to scope to a subset of the contact centre. Click Export (top right), choose CSV as the output format and Selected columns. Genesys Cloud will email the file to the requester within a few minutes. Note: For a more reliable baseline, repeat the export for the two preceding calendar months, particularly if your contact centre has seasonal demand patterns.

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Converting the export to billable minutes

Note: Operata rounds each call up to the nearest minute, not at the per-agent-monthly level, so the number may not be exactly the same - but will be close (normally within approximately 10%).