Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Answered versus Handle metric

    Posted 08-04-2018 01:28
    Edited by Blair Wilkinson 08-04-2018 01:47
    Dear Community

    I have a number of agents whose 'handle' phone calls are considerably higher than their 'answered' calls (viewed in Agent Performance).

    Please can anyone explain the difference between handle and answered with example scenarios that can create handle calls?

    Thanks and regards

    ------------------------------
    Blair Wilkinson
    CVT (Global) Pty Ltd
    ------------------------------

    Handle Vs Answered


  • 2.  RE: Answered versus Handle metric

    Posted 08-05-2018 08:23
    My best guess is :-

    Answered is the number of calls directly received to this agent from the queue.
    Handled is the number of calls this agent was involved in, this includes answered + transferred to him/her + conference + consultations + internal etc.

    ------------------------------
    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
    ------------------------------

    Original Message


  • 3.  RE: Answered versus Handle metric

    Posted 08-05-2018 09:03
    Edited by Rick McGlinchey 08-05-2018 09:21
    Hey Blair! Handled and Answered are two different measurements. Answered is when the agent is the first agent connected on an ACD conversation. Handled are conversations represents the total number of conversations was involved in.

    Callbacks, Outbound calls (regardless if they're placed on behalf of a queue or not) and Transfers affect the Handled number, plus the others mentioned by Mr. Abbas said.

    To get a better understanding of what's happening in this particular case:
    1. first filter down to a day so you can see all the conversations by interval.
    2. Click on the an Agent name to see only their interactions for the day.  
    3. Click on the Interactions tab over toward the right of the tabs in the top middle of the screen. This list represents your Handled interactions count. A subset of this list will be the ACD "Answered" figure, but you can't identify those from this view.
    4. Click on an individual conversation.
    5. Click on Timeline to see the Call Journey.
    Feel free to message me if you want to dig deeper for a particular customer.

    cheers,

    ------------------------------
    Rick McGlinchey
    Co-Founder, PureInsights
    ------------------------------

    Original Message


  • 4.  RE: Answered versus Handle metric

    Posted 04-17-2019 18:08
    Based on the definitions, the count of handled calls should include answered calls.  However, we have seen instances in Agent Performance View where the number of answered calls exceed handled calls for the same interval or day.  How would that happen?

    ------------------------------
    Bruce Lambert
    Bright Horizons Family Solutions LLC
    ------------------------------

    Original Message


  • 5.  RE: Answered versus Handle metric

    GENESYS
    Posted 04-19-2019 07:35

    Bruce-
    Please reference this FAQ for additional information on Handle vs. Answered.  I believe it'll provide the answers to your question:

    https://help.mypurecloud.com/faq/what-is-the-difference-between-the-answered-and-handle-metrics/



    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Answered versus Handle metric

    Posted 04-19-2019 11:49


    Good link, thanks.  The example in the FAQ helped.

     

    Bruce Lambert

    Director, Resource Planning & Reporting

    O: 720.644.2101 | C: 720.415.8003

    bruce.lambert@brighthorizons.com

    image005.png@01D45CAC.5C7E5320  image006.png@01D45CAC.5C7E5320  image007.png@01D45CAC.5C7E5320

     



    Bright Horizons Children's Centers LLC., 200 Talcott Avenue South, Watertown MA 02472 USA
    Bright Horizons Family Solutions Limited (Co. No. 2328679), r/o 2 Crown
    Court, Rushden, Northamptonshire NN10 6BS UK

    This e-mail and any attachments to it are intended only for the addressee
    and may contain information which is confidential and/or legally privileged.
    If you are not the intended recipient, you are hereby notified that any
    dissemination,distribution or copying is strictly prohibited. If you have
    received this e-mail in error,please contact the sender immediately and
    delete the material from any computer and anyprintout thereof. Bright
    Horizons cannot guarantee that this e-mail communication is secure or free
    of error. No liability is accepted for any viruses or for any corruption,
    amendment to or deletion of or from this e-mail.



    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources