Workforce Engagement Management

 View Only
Discussion Thread View
  Thread closed by the administrator, not accepting new replies.
  • 1.  Intraday Monitoring Stats

    Posted 04-27-2022 11:35
    No replies, thread closed.
    We've just started using Intraday monitoring. Why does it show 0% for Actual Service Level if no calls came in during the interval? Is that negatively affecting the Aggregate Service Level calculation? Any way to have this show as 100% for the interval if no calls came in?

    #Genesys Cloud CX
    #Interaction Analytics
    #Workforce Engagement Management
    #WorkforceManagement
    #Other/NotSure

    ------------------------------
    Amber Krueger
    Ultimus Fund Solutions, LLC
    ------------------------------


  • 2.  RE: Intraday Monitoring Stats

    GENESYS
    Posted 04-29-2022 07:28
    Edited by System 01-26-2024 19:29
    No replies, thread closed.
    It would not negatively affect aggregate assuming there was at least one non-0 answered and/or abandoned interval amongst the set. Service level is calculated as the percent of interactions answered within service level objective of (answered + abandoned) interactions. For the 0% row above, what are the values for answered and abandoned?

    If both answered and abandoned are zero for an interval, then the answer cannot be 100%. The math for the scenario would result in a 'not defined'/'not a number' result due to the division by 0. If we show 0%, that also is not correct mathematically - perhaps a case to show "-", "NaN", etc. with hover over text on reason. I will pass this thread along to one of our Product Managers.

    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------



  • 3.  RE: Intraday Monitoring Stats

    Posted 04-29-2022 09:04
    No replies, thread closed.
    Here's an example - yesterday we had two intervals where there were no calls offered or answered. It shows the Service Level as 0. 


    ------------------------------
    Amber Krueger
    Ultimus Fund Solutions, LLC
    ------------------------------



Need Help finding something?

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