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.
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
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.
Converting the export to billable minutes
Column | Formula | Example |
Talk seconds | Convert Total Talk Time to seconds | 5h 12m 30s → 18,750 |
Hold seconds | Convert Total Hold Time to seconds | 0h 38m 15s → 2,295 |
Combined seconds | Talk seconds + Hold seconds | 21,045 |
Billable minutes (per agent) | =CEILING(Combined seconds / 60) | 351 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%).