Genesys Cloud - Main

We are attempting to get the average time agents are waiting between interactions and finding it difficult to get this information without utilizing two different reports and doing a ton of work to achieve this.  Does anyone have an easier way to gain this information?

Please reach out and we can meet to discuss further in detail!
#Reporting/Analytics

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Matthew Aubin
Raymour & Flanigan Furniture
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Will Idle % or Occupancy % work for this?  If not, you can take their total idle time and their total interactions to get a quick average.  Other option is to filter interactions by agent and calculate average between end time of one interaction to start time of next.  Pretty manual!!

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Hi Robert,

Part of the issue with Idle % and occupancy is that it measures idle, the sales teams handle sales lead e-mails and hang onto those for multiple days so that changes their status to interacting even though they aren't working on that specific e-mail.

Was hoping there would be a less manual way to determine this information to assist with determining the appropriate number of staffed agents.

Thank you,

Matt A.

------------------------------
Matthew Aubin
Raymour & Flanigan Furniture
------------------------------

Original Message:
Sent: 02-23-2022 20:17
From: Robert Wakefield-Carl
Subject: Average Time Between Interactions for Agents

Will Idle % or Occupancy % work for this?  If not, you can take their total idle time and their total interactions to get a quick average.  Other option is to filter interactions by agent and calculate average between end time of one interaction to start time of next.  Pretty manual!!

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

If you map some of these activities to the major statuses, you should be able to account for them.  Just put them as a sub-status of a status and account for them that way.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-24-2022 10:28
From: Matthew Aubin
Subject: Average Time Between Interactions for Agents

Hi Robert,

Part of the issue with Idle % and occupancy is that it measures idle, the sales teams handle sales lead e-mails and hang onto those for multiple days so that changes their status to interacting even though they aren't working on that specific e-mail.

Was hoping there would be a less manual way to determine this information to assist with determining the appropriate number of staffed agents.

Thank you,

Matt A.

------------------------------
Matthew Aubin
Raymour & Flanigan Furniture
------------------------------


Original Message:
Sent: 02-23-2022 20:17
From: Robert Wakefield-Carl
Subject: Average Time Between Interactions for Agents

Will Idle % or Occupancy % work for this?  If not, you can take their total idle time and their total interactions to get a quick average.  Other option is to filter interactions by agent and calculate average between end time of one interaction to start time of next.  Pretty manual!!

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

This was one of our major campaign KPIs prior to moving to Genesys so I was surprised to find that it was not easily available. There are two ways I found to get these.

The first one I used was not great and likely similar to what you've found - using two different reports with limited to no filtering options and a manual process.

The way I calculate it now is still not perfect, but is closer and easier and the most accurate I've been able to arrive at given the limitations of the system. I use PureInsights and created a report using two data tables (agent summary and routing status). I can use queue and agent filters to better limit the data to what I need. It's still not ideal, but it's far easier to eliminate agents that I want excluded and to get at an accurate total interactions count.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

I did not see anything like this on the roadmap nor in Ideas, so I created an idea for this:  Add Idle time between Interactions to | Genesys Cloud Ideas Portal (aha.io)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-25-2022 06:54
From: Emily Kammerer
Subject: Average Time Between Interactions for Agents

This was one of our major campaign KPIs prior to moving to Genesys so I was surprised to find that it was not easily available. There are two ways I found to get these.

The first one I used was not great and likely similar to what you've found - using two different reports with limited to no filtering options and a manual process.

The way I calculate it now is still not perfect, but is closer and easier and the most accurate I've been able to arrive at given the limitations of the system. I use PureInsights and created a report using two data tables (agent summary and routing status). I can use queue and agent filters to better limit the data to what I need. It's still not ideal, but it's far easier to eliminate agents that I want excluded and to get at an accurate total interactions count.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Thank you for creating the idea @Robert Wakefield-Carl! I will ask @Ryan Legner to take a look at this as he is the PM focused on Metrics for Genesys Cloud. If others on this thread (@Matthew Aubin and @Emily Kammerer) will vote on the idea and add any additional use case comments, that will also be helpful. 

Best,​​​​

------------------------------
Laurie Nelson
Genesys - Employees
Sr. Director Product Management - Data, Analytics and Reporting
------------------------------

Original Message:
Sent: 02-26-2022 12:06
From: Robert Wakefield-Carl
Subject: Average Time Between Interactions for Agents

I did not see anything like this on the roadmap nor in Ideas, so I created an idea for this:  Add Idle time between Interactions to | Genesys Cloud Ideas Portal (aha.io)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------


Original Message:
Sent: 02-25-2022 06:54
From: Emily Kammerer
Subject: Average Time Between Interactions for Agents

This was one of our major campaign KPIs prior to moving to Genesys so I was surprised to find that it was not easily available. There are two ways I found to get these.

The first one I used was not great and likely similar to what you've found - using two different reports with limited to no filtering options and a manual process.

The way I calculate it now is still not perfect, but is closer and easier and the most accurate I've been able to arrive at given the limitations of the system. I use PureInsights and created a report using two data tables (agent summary and routing status). I can use queue and agent filters to better limit the data to what I need. It's still not ideal, but it's far easier to eliminate agents that I want excluded and to get at an accurate total interactions count.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

The most accurate way to do this with the current metrics available would be to use ([Agents Total Shift Time] - [Agent Total Handle]) / [Agent Answer Count]  Effectively this would be dividing the amount of time an agent spent not handling conversations and average that with the total answered.  We have intentions of bringing a feature to the product in the future where custom calculations like this can be configured in the product and then made available in a relevant UI's performance view.

Using an average of idle would be a bit misleading as a representation of time between conversations since an agent can be in other statuses outside of idle when between conversations.  A count of individual idle events can also be gamed if agents were aware it contributed to the average denominator.  They would just need to flip their statuses often when idle to get a higher denominator which would drag their overall average down.  We can explore adding a count to user aggregate metrics, but it would take a significant amount of development work and is not currently a priority in our pipeline at the moment.

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX
------------------------------

Original Message:
Sent: 02-27-2022 23:50
From: Laurie Nelson
Subject: Average Time Between Interactions for Agents

Thank you for creating the idea @Robert Wakefield-Carl! I will ask @Ryan Legner to take a look at this as he is the PM focused on Metrics for Genesys Cloud. If others on this thread (@Matthew Aubin and @Emily Kammerer) will vote on the idea and add any additional use case comments, that will also be helpful.

Best,​​​​

------------------------------
Laurie Nelson
Genesys - Employees
Sr. Director Product Management - Data, Analytics and Reporting
------------------------------


Original Message:
Sent: 02-26-2022 12:06
From: Robert Wakefield-Carl
Subject: Average Time Between Interactions for Agents

I did not see anything like this on the roadmap nor in Ideas, so I created an idea for this:  Add Idle time between Interactions to | Genesys Cloud Ideas Portal (aha.io)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com


Original Message:
Sent: 02-25-2022 06:54
From: Emily Kammerer
Subject: Average Time Between Interactions for Agents

This was one of our major campaign KPIs prior to moving to Genesys so I was surprised to find that it was not easily available. There are two ways I found to get these.

The first one I used was not great and likely similar to what you've found - using two different reports with limited to no filtering options and a manual process.

The way I calculate it now is still not perfect, but is closer and easier and the most accurate I've been able to arrive at given the limitations of the system. I use PureInsights and created a report using two data tables (agent summary and routing status). I can use queue and agent filters to better limit the data to what I need. It's still not ideal, but it's far easier to eliminate agents that I want excluded and to get at an accurate total interactions count.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Yes, that is a better way to handle the actual data point, but still requires looking at 2 different views and calculating across them.  I think the idea is that this can be a metric to show on the Agent Performance view.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 03-01-2022 10:35
From: Ryan Legner
Subject: Average Time Between Interactions for Agents

The most accurate way to do this with the current metrics available would be to use ([Agents Total Shift Time] - [Agent Total Handle]) / [Agent Answer Count]  Effectively this would be dividing the amount of time an agent spent not handling conversations and average that with the total answered.  We have intentions of bringing a feature to the product in the future where custom calculations like this can be configured in the product and then made available in a relevant UI's performance view.

Using an average of idle would be a bit misleading as a representation of time between conversations since an agent can be in other statuses outside of idle when between conversations.  A count of individual idle events can also be gamed if agents were aware it contributed to the average denominator.  They would just need to flip their statuses often when idle to get a higher denominator which would drag their overall average down.  We can explore adding a count to user aggregate metrics, but it would take a significant amount of development work and is not currently a priority in our pipeline at the moment.

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX
------------------------------


Original Message:
Sent: 02-27-2022 23:50
From: Laurie Nelson
Subject: Average Time Between Interactions for Agents

Thank you for creating the idea @Robert Wakefield-Carl! I will ask @Ryan Legner to take a look at this as he is the PM focused on Metrics for Genesys Cloud. If others on this thread (@Matthew Aubin and @Emily Kammerer) will vote on the idea and add any additional use case comments, that will also be helpful.

Best,​​​​

------------------------------
Laurie Nelson
Genesys - Employees
Sr. Director Product Management - Data, Analytics and Reporting


Original Message:
Sent: 02-26-2022 12:06
From: Robert Wakefield-Carl
Subject: Average Time Between Interactions for Agents

I did not see anything like this on the roadmap nor in Ideas, so I created an idea for this:  Add Idle time between Interactions to | Genesys Cloud Ideas Portal (aha.io)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com


Original Message:
Sent: 02-25-2022 06:54
From: Emily Kammerer
Subject: Average Time Between Interactions for Agents

This was one of our major campaign KPIs prior to moving to Genesys so I was surprised to find that it was not easily available. There are two ways I found to get these.

The first one I used was not great and likely similar to what you've found - using two different reports with limited to no filtering options and a manual process.

The way I calculate it now is still not perfect, but is closer and easier and the most accurate I've been able to arrive at given the limitations of the system. I use PureInsights and created a report using two data tables (agent summary and routing status). I can use queue and agent filters to better limit the data to what I need. It's still not ideal, but it's far easier to eliminate agents that I want excluded and to get at an accurate total interactions count.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Thank you very much for creating this idea Robert! Hopefully this is something that catches people's attention and they vote on it.

I am interested in attempting the other suggestions Ryan and Emily suggested to see how this metric can be calculated.  One issue I can see is that it is a very manual process as the sales team has over 150 people.

Thank you all!

------------------------------
Matthew Aubin
Raymour & Flanigan Furniture
------------------------------

Original Message:
Sent: 03-01-2022 10:43
From: Robert Wakefield-Carl
Subject: Average Time Between Interactions for Agents

Yes, that is a better way to handle the actual data point, but still requires looking at 2 different views and calculating across them.  I think the idea is that this can be a metric to show on the Agent Performance view.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------


Original Message:
Sent: 03-01-2022 10:35
From: Ryan Legner
Subject: Average Time Between Interactions for Agents

The most accurate way to do this with the current metrics available would be to use ([Agents Total Shift Time] - [Agent Total Handle]) / [Agent Answer Count]  Effectively this would be dividing the amount of time an agent spent not handling conversations and average that with the total answered.  We have intentions of bringing a feature to the product in the future where custom calculations like this can be configured in the product and then made available in a relevant UI's performance view.

Using an average of idle would be a bit misleading as a representation of time between conversations since an agent can be in other statuses outside of idle when between conversations.  A count of individual idle events can also be gamed if agents were aware it contributed to the average denominator.  They would just need to flip their statuses often when idle to get a higher denominator which would drag their overall average down.  We can explore adding a count to user aggregate metrics, but it would take a significant amount of development work and is not currently a priority in our pipeline at the moment.

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX


Original Message:
Sent: 02-27-2022 23:50
From: Laurie Nelson
Subject: Average Time Between Interactions for Agents

Thank you for creating the idea @Robert Wakefield-Carl! I will ask @Ryan Legner to take a look at this as he is the PM focused on Metrics for Genesys Cloud. If others on this thread (@Matthew Aubin and @Emily Kammerer) will vote on the idea and add any additional use case comments, that will also be helpful.

Best,​​​​

------------------------------
Laurie Nelson
Genesys - Employees
Sr. Director Product Management - Data, Analytics and Reporting


Original Message:
Sent: 02-26-2022 12:06
From: Robert Wakefield-Carl
Subject: Average Time Between Interactions for Agents

I did not see anything like this on the roadmap nor in Ideas, so I created an idea for this:  Add Idle time between Interactions to | Genesys Cloud Ideas Portal (aha.io)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com


Original Message:
Sent: 02-25-2022 06:54
From: Emily Kammerer
Subject: Average Time Between Interactions for Agents

This was one of our major campaign KPIs prior to moving to Genesys so I was surprised to find that it was not easily available. There are two ways I found to get these.

The first one I used was not great and likely similar to what you've found - using two different reports with limited to no filtering options and a manual process.

The way I calculate it now is still not perfect, but is closer and easier and the most accurate I've been able to arrive at given the limitations of the system. I use PureInsights and created a report using two data tables (agent summary and routing status). I can use queue and agent filters to better limit the data to what I need. It's still not ideal, but it's far easier to eliminate agents that I want excluded and to get at an accurate total interactions count.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.