Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Service Level Calculation - Date Callbacks were Excluded

    Posted 01-22-2019 12:32
    In another thread, I chimed in about Service Level and Abandon Rate Calculations.  I had some additional questions because our company converted onto PureCloud in late Sept/early Oct and has seen considerable differences in our service level and abandon rate results.  I did not get answers by tagging on to the other string, so I'm adding a new thread to draw new attention to my questions.

    1.  In our previous tool, Service Level did not include Abandoned calls. Abandon % was a separate metric.

    (Calls answered within 20 seconds)/(Calls offered to an Agent - Abandoned calls) * 100 = Service Level.
    (Calls Abandoned)/(Calls offered to an agent) = Abandonment Rate.

    So the PureCloud Service Level % calculation isn't apples to apples for us.  My question is:  Is there a way to customize our reporting to remain consistent?  (There are many schools of thought around the "correct" calculation for SL - my concern is the inconsistency which can appear to be a performance deficiency.)

    2.  The other thread mentioned that the service level calculation was changed recently to exclude Callbacks.  What date did that change go into effect?  I have searched the Resource Center and see the definition, but I don't see an indicator of when the definition was changed.

    3.  There was also discussion around Abandon Rate and whether short abandons should be excluded from the calculations.  There were many schools of thought on this as well, but we (Xpressdocs) did exclude abandons within 10 seconds in our previous tool - these were well withing our SLA and were basically customer disconnects after one ring.  Is there a way to configure this in PureCloud as well?
    #Reporting/Analytics

    ------------------------------
    Ann Magie
    Xpressdocs Partners, Ltd.
    ------------------------------


  • 2.  RE: Service Level Calculation - Date Callbacks were Excluded

    Posted 01-22-2019 15:06
    @Darlene Oordt can you pitch in here?​

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Service Level Calculation - Date Callbacks were Excluded

    Posted 01-22-2019 16:05
    Currently there's only one way that Service Level is calculated in PureCloud.  There's been some confusion/changes to the documentation based on Customer Feedback.   The way the Service Level was calculated hasn't changed - only the documentation.  https://help.mypurecloud.com/glossary/service-level/

    There's an update coming which will add another option for how you want Service Level to be calculated for your organization which will include Flow-outs (i.e. Callbacks), which is targeted for sometime this quarter and will be configurable.   In terms of short abandons, we do not currently support excluding those from the Service Level Calculation.  Please use the Ideas Lab to post any feature requests.  Thanks!

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

    Original Message


  • 4.  RE: Service Level Calculation - Date Callbacks were Excluded

    Posted 01-23-2019 08:55
    You could also go to an external tool like PureInsights Enterprise and rebuilt the reporting you were used to.

    ------------------------------
    Sven Schiller
    Kognitiv
    ------------------------------

    Original Message


Related Content