dkprado | 2019-04-08 18:46:48 UTC | #1
Hi there.
I'm building a Queues report based on data collected through the aggregates API. Everything is working fine BUT there is ONE specific day, for one specific Queue, where I see a huge difference from what is displaying the Queue Performance Panel vs the API returned data, for the ASA parameter.
I understand that ASA calculation is given in total tWait time / the number of calls. Please correct me if I am wrong here.
In your opinion, what would be ASA for the following tWait?
{ "metric": "tWait", "stats": { "max": 13407966, "min": 86, "count": 1205, "sum": 16555180 } }
And why would the Queue Performance dashboard show 00:00:01 ASA?
Thanks a lot.
tim.smith | 2019-04-08 21:04:02 UTC | #2
Investigating incorrect data cannot be done via the forum since I do not have access to customer data and a public venue is inappropriate for sharing it. Please open a case with PureCloud Care for further investigation.
To point you in the right direction, ASA in the Queues Performance Summary View is documented as:
The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Time to Answer / Number Answered
There's also a note relevant to ASA:
Note : The Offer, Answer %, Abandon %, ASA, Service Level, and Avg Wait columns show metrics for inbound interactions handled in a queue. All other columns show metrics for both inbound and outbound interactions that a queue handled.
I don't know why you'd be experiencing a difference in data only on a single day if you're doing the correct calculations. I'd suggest reviewing the formulas you're using to calculate ASA and see if they are doing the same math and applying the same filters as the view describes.
dkprado | 2019-04-09 12:41:09 UTC | #3
Hi Tim. Thanks for the gentle reply. It makes sense contacting the support. Since I am getting the correct and expected results for most of the days I checked, I may be missing any detail / difference in the campaigns for the day the result doesn't match - for example, dialing mode change, or something.
Anyway, I will open a support case.
Thanks again.
system | 2019-05-10 12:41:13 UTC | #4
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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