Workforce Engagement Management

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  • 1.  Performance View - Media Types and Direction Filters

    GCAP Member
    Posted 08-11-2021 14:07

    Our callbacks have increased significantly due to staffing challenges and we are assessing the effect on AHT.  Since callbacks are essentially inbound calls that get to an agent through a different process, we want to ensure we are considering them appropriately in our reporting.  To that end, I have a few questions about Agent Performance View metrics:

    • When setting the Agent Performance View for MEDIA TYPE to Phone and filtering the INITIAL DIRECTION to Inbound and the DIRECTION to Inbound & Outbound, are the agents' metrics displayed (Handled, AHT, etc.) inclusive of the agents' inbound calls and callbacks and exclusive of outbound calls initiated by the agents?
    • When setting the Agent Performance View for MEDIA TYPE Phone and filtering the INITIAL DIRECTION to Inbound and the DIRECTION to Outbound, are the agents' metrics displayed (Handled, AHT, etc.) inclusive of only the agents' callbacks and exclusive of both inbound calls received and outbound calls initiated by the agents? Agent Handle counts are the same as when media type is set to Callbacks, but the AHTs differ, sometimes significantly.
      1. If these are not callbacks, what calls do these filters represent?
      2. If these are callbacks, why do the AHTs differ from those displayed when MEDIA TYPE is set to Callback?

    #AskMeAnything(AMA)

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    Bruce Lambert
    Bright Horizons Family Solutions LLC
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  • 2.  RE: Performance View - Media Types and Direction Filters

    GENESYS
    Posted 08-11-2021 17:48

    Hi Bruce,
    For your questions  Call back IVR - counted 1 as offered and 1 as outbound answered in the interval the callback occurs, the AHT is counted with the callback, and the schedule of a callback while on a call with a customer is 1 offered, 1 answered and callback is 1 outbound

    you can see our Help my Pure Cloud page around callbacks for more information  -
    https://help.mypurecloud.com/faq_categories/callbacks
    You will receive more information later





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    Natalia Abad
    Genesys - Employees
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  • 3.  RE: Performance View - Media Types and Direction Filters

    GENESYS
    Posted 08-12-2021 10:44
    Hi Bruce,

    Any time you select media type calls in the performance views, you'll see only the data associated with calls; in the case of a conversation with a call and a callback, filtering for calls will not include the callback data. Similarly, if you filter for the callback media type, you'll only see data for the callback portion of the interaction.

    To answer your specific questions:
    • When setting the Agent Performance View for MEDIA TYPE to Phone and filtering the INITIAL DIRECTION to Inbound and the DIRECTION to Inbound & Outbound, are the agents' metrics displayed (Handled, AHT, etc.) inclusive of the agents' inbound calls and callbacks and exclusive of outbound calls initiated by the agents?
      This will show any calls for the agent which started as inbound conversations.
    • When setting the Agent Performance View for MEDIA TYPE Phone and filtering the INITIAL DIRECTION to Inbound and the DIRECTION to Outbound, are the agents' metrics displayed (Handled, AHT, etc.) inclusive of only the agents' callbacks and exclusive of both inbound calls received and outbound calls initiated by the agents? Agent Handle counts are the same as when media type is set to Callbacks, but the AHTs differ, sometimes significantly.
      This will show any calls for the agent that started as inbound conversations but also had some outbound leg.


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    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
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  • 4.  RE: Performance View - Media Types and Direction Filters

    GCAP Member
    Posted 08-13-2021 13:37
    Thanks Maisey.  If a caller was offered a callback option while on hold in a queue and accepted, would that be a call that started as an inbound conversation and also had an outbound leg?

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    Bruce Lambert
    Bright Horizons Family Solutions LLC
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  • 5.  RE: Performance View - Media Types and Direction Filters

    GENESYS
    Posted 08-16-2021 08:51
    Yes, in that case it should have an initial direction of inbound and the callback would give it an outbound leg.

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    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
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  • 6.  RE: Performance View - Media Types and Direction Filters

    Posted 09-30-2021 10:42
    @Maisey Harris  Hi!  Is there an easy way to filter outbound calls only made by a particular agent using direction/initial direction that I may be missing?  : )​

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    Leigh Schermock
    Johnson & Johnson
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  • 7.  RE: Performance View - Media Types and Direction Filters

    GENESYS
    Posted 09-30-2021 11:00
    Hi Leigh, I believe the closest we can get to that is the following search query which will find interactions that began as outbound and for which there is an outbound segment for the user. 
    {
    "interval": "2021-09-13T04:00:00.000Z/2021-10-01T04:00:00.000Z",
    "order": "asc",
    "orderBy": "conversationStart",
    "paging": {
    "pageSize": 25,
    "pageNumber": 1
    },
    "conversationFilters": [
    {
    "type": "and",
    "predicates": [
    {
    "type": "dimension",
    "dimension": "originatingDirection",
    "operator": "matches",
    "value": "outbound"
    }
    ]
    }
    ],
    "segmentFilters": [
    {
    "type": "and",
    "predicates": [
    {
    "type": "dimension",
    "dimension": "direction",
    "operator": "matches",
    "value": "outbound"
    },
    {
    "type": "dimension",
    "dimension": "userId",
    "operator": "matches",
    "value": "00000000-0000-0000-0000-000000000000"
    }
    ]
    }
    ]
    }


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    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
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