Hi Trent! Good to read from you! Yes it's been a while...
I think the parameter change will correct the service level, but not necessarily the abandon rate target.
Here's what I had sent in September 2018 in a ticket I had opened:
Currently, in the iPad app and on Interaction Connect, what we see as an abandon rate target, is the % of abandoned calls within our service level target of 45 seconds. It's not our real abandon level. Is there a way we can ask the system to show us our total abandon rate?
Ex.: We have 3% of our calls abandoned within 45 seconds today (level 3), but 10% of all of our calls were abandoned (level 9). In our dashboards, we want to see that we are at 10% abandons, not 3%...
I was told it was working as designed. I still don't understand the purpose... I would have to change the service level at the workgroup level. Because the abandon rate target takes into consideration the same level than the service level target. I don't know if I'm completely off, but I don't get it... Maybe some of the call centers want to see the abandon rate within their service level target. I would much rather see my overall abandon rate. Or at least be given the choice...
Valerie
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Valerie Nadalin
VIA Rail Canada Inc.
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Original Message:
Sent: 01-14-2020 09:00
From: Trent Vance
Subject: Interaction Connect - workgroup statistics
Alain -
I haven't tried this, but have a look at the "StatServer_UseTotalInteractionCountForServiceLevelCalculations" server parameter. More information can be found here:
https://help.genesys.com/cic/mergedProjects/wh_ia/desktop/optional_general_server_parameters.htm
I'm not sure if this will impact the Abandon Rate Target. But if I'm reading this correctly, it should give you the change needed for the Service Level Parameter. I hope this helps!
Also for Valerie - Long time no see!! :-)
Thanks,
Trent.
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Trent Vance
Avtex Solutions, LLC
Original Message:
Sent: 01-13-2020 16:42
From: Valerie Nadalin
Subject: Interaction Connect - workgroup statistics
Hi Alain,
I had submitted a very similar idea 12 months ago but didn't get much feedback! I really don't find this useful as it is right now. (COINB-I-335)
I hope you'll get more votes!
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Valerie Nadalin
VIA Rail Canada Inc.
Original Message:
Sent: 12-04-2019 08:53
From: Alain LeBrasseur
Subject: Interaction Connect - workgroup statistics
Good morning,
Is there a way to change the calculation of the workgroup statistics view items Abandon Rate Target & Service level Target ?
Abandon Rate Target to be changed to be calculated on the number of calls presented.
Service Level Target to be changed on the number of calls includoing the abandonned ones.
I would be surprised if this can be changed but still needed to ask ;)
Thanks in advance.
#Omni-ChannelDesktop/UserInterface