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Comparison between reporting solutions (Interactive Insights vs WFM) being noticeably different

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  • 1.  Comparison between reporting solutions (Interactive Insights vs WFM) being noticeably different

    Posted 06-21-2018 20:31
    Edited by Tracy Vickers 08-31-2018 10:49
    No replies, thread closed.
    ​Hi gurus

    A concern that keeps coming up among our client base, is how to tackle the age old problem of metrics being considerably different between Interactive Insights and WFM Reports.  Average Handle Time seems to be one of the key things.  The differences in AHT between GI2 and WFM can be as much as a few minutes.

    While the official Genesys line is to not do this comparison, understandably customers have their own internal clients who are distributed these reports and questioning discrepancies is to be expected.  A small discrepancy, while still challenging, can be explained, however in most cases the differences are significantly noticeable to other business staff and so get raised rightly.

    The "previous" method for calculating most WFM statistics had previously been to use Agent Groups and Filter set in the WFM Stat Server for AHT, Interaction Volumes looking at CallsEntered for a particular VQ, CallInbound+CallOutbound for Calls Handled.. 

    Current line of thought and recommendation is to instead look at Origination DN VQs against an agent group and use CallReleased to count Calls Handled and CallReleased+ACWCompleted for Handle Time.  Suggestion from Genesys Support has been to add CallMissed and ACWMissed to the Handle Time Stat and adding CallMissed to the Calls Handled Stat.  That to me would seem to potentially cause an even bigger discrepancy between what GI2 reports on and what WFM shows. 

    Assuming that GI2 has it's own AHT formula that likely looks at something like CallsAnswered, I would still expect that numbers between them to be relatively speaking, close.

    Given this is a question and problem raised by all of our WFM clients, it must also be one that other WFM business users have raised as well.  They have been invited to this Community Forum, but it would be helpful for a WFM Guru to either help point us in the right direction with how this challenge has been met elsewhere, or how changes in those stats mentioned above have translated into real-world deployments at customer sites.

    Thanks

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    Vaun McCarthy
    Dimension Data New Zealand Ltd.
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  • 2.  RE: Comparison between reporting solutions (Interactive Insights vs WFM) being noticeably different
    Best Answer

    GENESYS
    Posted 06-22-2018 04:54
    No replies, thread closed.
    Hi Vaun,

    We would always agree that you should not be doing a comparison between two different system.  These are different products using different calculations.  I have enclosed a document from engineering which explains it in detail why they are different, this will hopefully help to be able to improve the confidence of the systems and give more information to your customers.  The original article is on Saleforce and I have enclosed the link in the bottom of the document if you would like to follow the article for any further update.  

    Thanks






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    Jennifer MacDonald
    Senior WFO consultant
    Guru
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