Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  average alert time for agents performance summary metrics

    Posted 03-23-2023 04:55
    No replies, thread closed.

    Hello,

    The agents performance summary views provides different average metrics but nothing about the alert time. Is it possible to have an indicator about the average alerting time (or average speed of answer) per agent? Did i miss it in the documentation?

    Thanks in advance for your hints,

    Erik


    #Reporting/Analytics

    ------------------------------
    Erik Hanssens
    NTT Belgium NV/SA
    ------------------------------


  • 2.  RE: average alert time for agents performance summary metrics

    Posted 03-23-2023 08:17
    No replies, thread closed.

    Hello Erik,

    I think what you are looking for is the Max/Min/Total Alert metric. Unfortunately we do not have an Average measure for this, but with the available data it should be possible to compute for it externally.

    Metrics definition list for common reference > https://help.mypurecloud.com/articles/metric-definitions/



    ------------------------------
    Nico Feliciano
    Genesys - Employees
    ------------------------------

    Original Message


Related Content