Aubin_Matthew | 2024-10-25 12:59:51 UTC | #1
Hello Team,
I am looking to manually calculate Answer Rate for a group of associates in our organization. This metric is not available at the agent level, so I am trying to calculate this manually via data from the developer tool. From conversations with the Genesys Care team, to calculate this the formula would be: Answer Rate= (Answered/Answered + Alert-No Answer)% I'm not able to locate the alert-no answer metric in the developer center, so I have two questions.
- Is that answer rate formulate correct for what I am attempting to calculate?
- If yes, how would we extract Alert-No Answer metric so I can create a formula to get this percentage?
Thank you,
Matt A.
system | 2024-11-25 13:00:41 UTC | #2
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