Genesys Cloud CX

 View Only
Discussion Thread View
Expand all | Collapse all

Why does Queue Metrics Daily reported “Offered” calls rarely equal “Answered” + “Abandoned” + “Callbacks” + “Transferred”? What is the best metric to determine calls actually received in day in a queue?

  • 1.  Why does Queue Metrics Daily reported “Offered” calls rarely equal “Answered” + “Abandoned” + “Callbacks” + “Transferred”? What is the best metric to determine calls actually received in day in a queue?

    Posted 01-16-2018 14:40


  • 2.  RE: Why does Queue Metrics Daily reported “Offered” calls rarely equal “Answered” + “Abandoned” + “Callbacks” + “Transferred”? What is the best metric to determine calls actually received in day in a queue?

    GENESYS
    Posted 01-16-2018 14:58

    Hi @Bruce Lambert? 

     

    Hopefully this answers the first part of your question: https://help.mypurecloud.com/faq/offered-metric-not-always-equal-answered-plus-abandoned-metrics/

     

    I'm still thinking about the second part of your question--will post again if I have a chance to do some research, or maybe someone with additional expertise will jump in on that.