Hello,
You need to apply this option on the annex on the DN (VQ).
example ;
Queue 1 = [agg-gim-thld-QUEUE-IXN].default = 10,20,20,10,20,20
Queue 1 = [agg-gim-thld-QUEUE-IXN].default = 10,40,40,10,40,40
https://docs.genesys.com/Documentation/Options/Current/RAA/RAA-agg-gim-thld-QUEUE-IXN#defaultHTH,
Keven
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Keven Boudreau
Orange SA
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Original Message:
Sent: 02-07-2019 08:15
From: Sorin Lionte
Subject: Setting up the threshold for Accepted in threshold metric
Hello community,
I would like to set up the threshold for the "Accepted in Threshold" metric that I can see in Infomart reports at Queue level.
I would like to set up a different threshold for each queue as this can be different. Eg for Queue 1 to have a SL threshold of 20 sec but for another Queue 2 to have a threshold of 40 sec.
In Infomart GI2 filed descriptions I have found the following:
Queue Group Dimension: The total number of times that customer interactions or established warm consultations that were distributed from queues that belong to this queue group were accepted, answered, or pulled by a handling resource within the acceptance threshold.
Notes:
- This measure was previously named Calls Answered in Threshold.
- This measure relies on the value of the acceptance threshold as configured:
- – In the [gim-etl*] section, for the 8.1.0- releases.
- – In the [agg-gim-thld-QUEUE-IXN] section, for the 8.1.1+ release
Can anyone help me with some recommendation where exactly I can set up the threshold that will aggregate correctly the figures into the "accept agent in threshold" filed ? We use Pure Connect on premises.
Thanks,
Sorin
#Reporting/Analytics
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Sorin Lionte
Orange Romania SA
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