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Bucket interval for every queue both for Answered and Abandoned calls. Please, vote for the idea

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  • 1.  Bucket interval for every queue both for Answered and Abandoned calls. Please, vote for the idea

    Posted 07-21-2023 07:54
    No replies, thread closed.

    Please, Vote for this idea! And cascade to your team for voting, if you like the idea which will be of great help to others as well. 

    https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1512

    Genesys Cloud Ideas Portal

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    Coming from a Cisco background, where we used to have unlimited Bucket Intervals and all our customers were using that for all their queues. We have different LOBs like Retail, Hospitality, banking, Sales, etc with close to 7000 agents, 1000 queues, and 1,000,000+ (1M+) calls/month. All LOBs and customers within those LOBs have different service levels and buckets defined.

    After moving to Genesys, it looks very challenging to have all LOBs use a single Bucket Interval that too only for Abandon and not answered calls.

    If that can be added as a solution, that will be a great relief to our end customers.

    Use Cases:

    Queue A has a Service Level Target of 20s
    Queue B has a service level target of 30s

    Both the Queues are part of different LOBs with different bucket intervals (BI) defined.

    Let us say for
    Queue A, customer has requested the BI to be 6, 20, 40, 80, 120, 240, 300, 600, 900, 1200
    Queue B, customer has requested the BI to be 30, 60, 90, 120, 160, 320, 640, 1000, 1500, 1800

    Now, with the current Genesys setup both the customers have to filter their report based on single universal BI, that too is only for Abandoned calls and not Answered calls.

    All the customers, in our Org measure both Answered as well as Abandoned calls metrics based on BI.


    #PlatformAdministration
    #Reporting/Analytics

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    Khurshid Ali
    NCR Corporation
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  • 2.  RE: Bucket interval for every queue both for Answered and Abandoned calls. Please, vote for the idea

    Posted 07-21-2023 12:42
    No replies, thread closed.

    Just a quick FYI - there is no point in "cascading to your teams". When evaluating ideas, Genesys only count one vote per customer / partner (I believe they base it on your email domain.) This is to prevent the "big" players from dominating the development process by flooding the voting system.



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    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


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