Genesys Cloud - Main

Hi Team,

I'm trying to pull calls offered and calls handled from Interaction for an particular Agent from Interaction Table. can you please help me in acheiving the same.

Also , need to understand when 2 or 3 users are involved in a single interaction , and have many user included in <user> seperated by semicolon :-

1. Can we seperate that interaction which use has handled interaction if there are multiple interactions involved?
2. How to find how many calls were offered to an agent and how many calls were handled by an agents ? Calculations ideas please? Waiting to Hear from you. 

Offered are going to be shown for every handled call, but can also be for every abandoned call (agent not answering).  Yes, if a call is sent to 3 agents and only one answered, you are going to see 3 offered and 1 handled.  If a call is answered by one agent and then transferred to another queue, you are going to see 2 offered and 2 handled (one for each agent).  

So, if you want really accurate, you should just look at Handled and Not Answering so you can get all the offered for each agent. 

Hi Team,

I'm trying to pull calls offered and calls handled from Interaction for an particular Agent from Interaction Table. can you please help me in acheiving the same.

Also , need to understand when 2 or 3 users are involved in a single interaction , and have many user included in <user> seperated by semicolon :-

1. Can we seperate that interaction which use has handled interaction if there are multiple interactions involved?
2. How to find how many calls were offered to an agent and how many calls were handled by an agents ? Calculations ideas please? Waiting to Hear from you. 

Hi Robert,

Thank you for your reply . But I have queries on top of it:-

1. Interaction is not an aggregate report , so how to filters calls which were offered and which were handled? Since we do not have direct colums which support this data.
2. If we have 2 users in an interaction say user1;user2 - so how to calculate what is total handle time for user1 and what is total handle time for user 2 from Interaction report.

Offered are going to be shown for every handled call, but can also be for every abandoned call (agent not answering).  Yes, if a call is sent to 3 agents and only one answered, you are going to see 3 offered and 1 handled.  If a call is answered by one agent and then transferred to another queue, you are going to see 2 offered and 2 handled (one for each agent).  

So, if you want really accurate, you should just look at Handled and Not Answering so you can get all the offered for each agent. 

Hi Team,

I'm trying to pull calls offered and calls handled from Interaction for an particular Agent from Interaction Table. can you please help me in acheiving the same.

Also , need to understand when 2 or 3 users are involved in a single interaction , and have many user included in <user> seperated by semicolon :-

1. Can we seperate that interaction which use has handled interaction if there are multiple interactions involved?
2. How to find how many calls were offered to an agent and how many calls were handled by an agents ? Calculations ideas please? Waiting to Hear from you. 

You won't get the calculation in the Performance View until we have custom calculation columns that we should see beta of pretty soon.  You will have to export to Excel and calculate there.  The values for each are there for you to use.  

Hi Robert,

Thank you for your reply . But I have queries on top of it:-

1. Interaction is not an aggregate report , so how to filters calls which were offered and which were handled? Since we do not have direct colums which support this data.
2. If we have 2 users in an interaction say user1;user2 - so how to calculate what is total handle time for user1 and what is total handle time for user 2 from Interaction report.

Offered are going to be shown for every handled call, but can also be for every abandoned call (agent not answering).  Yes, if a call is sent to 3 agents and only one answered, you are going to see 3 offered and 1 handled.  If a call is answered by one agent and then transferred to another queue, you are going to see 2 offered and 2 handled (one for each agent).  

So, if you want really accurate, you should just look at Handled and Not Answering so you can get all the offered for each agent. 

Hi Team,

I'm trying to pull calls offered and calls handled from Interaction for an particular Agent from Interaction Table. can you please help me in acheiving the same.

Also , need to understand when 2 or 3 users are involved in a single interaction , and have many user included in <user> seperated by semicolon :-

1. Can we seperate that interaction which use has handled interaction if there are multiple interactions involved?
2. How to find how many calls were offered to an agent and how many calls were handled by an agents ? Calculations ideas please? Waiting to Hear from you. 

Hi Robert,

Probably this is not my ask here. My ask here is to calculate total offered and total handle per Agent from Interaction view.

For some reason , my client want to use Interaction view for agent's data calculations too .

For this i wanted to understand , how can i acheive that e.g. Count total number of conversation ID per agent - will be total calls offered ? And how we can count total number of calls handled by an agent from Interaction view.

Thanks,

Neha

You won't get the calculation in the Performance View until we have custom calculation columns that we should see beta of pretty soon.  You will have to export to Excel and calculate there.  The values for each are there for you to use.  

Hi Robert,

Thank you for your reply . But I have queries on top of it:-

1. Interaction is not an aggregate report , so how to filters calls which were offered and which were handled? Since we do not have direct colums which support this data.
2. If we have 2 users in an interaction say user1;user2 - so how to calculate what is total handle time for user1 and what is total handle time for user 2 from Interaction report.

Offered are going to be shown for every handled call, but can also be for every abandoned call (agent not answering).  Yes, if a call is sent to 3 agents and only one answered, you are going to see 3 offered and 1 handled.  If a call is answered by one agent and then transferred to another queue, you are going to see 2 offered and 2 handled (one for each agent).  

So, if you want really accurate, you should just look at Handled and Not Answering so you can get all the offered for each agent. 

Hi Team,

I'm trying to pull calls offered and calls handled from Interaction for an particular Agent from Interaction Table. can you please help me in acheiving the same.

Also , need to understand when 2 or 3 users are involved in a single interaction , and have many user included in <user> seperated by semicolon :-

1. Can we seperate that interaction which use has handled interaction if there are multiple interactions involved?
2. How to find how many calls were offered to an agent and how many calls were handled by an agents ? Calculations ideas please? Waiting to Hear from you. 

Total Alert is the total that was presented to the agent and either answered or not answered

Total Handled is the total that the agent actually answered

Total Alert No Answer are the ones that rang to the agent, but they did not answer. 

Does that clear it up for you?  

Hi Robert,

Probably this is not my ask here. My ask here is to calculate total offered and total handle per Agent from Interaction view.

For some reason , my client want to use Interaction view for agent's data calculations too .

For this i wanted to understand , how can i acheive that e.g. Count total number of conversation ID per agent - will be total calls offered ? And how we can count total number of calls handled by an agent from Interaction view.

Thanks,

Neha

You won't get the calculation in the Performance View until we have custom calculation columns that we should see beta of pretty soon.  You will have to export to Excel and calculate there.  The values for each are there for you to use.  

Hi Robert,

Thank you for your reply . But I have queries on top of it:-

1. Interaction is not an aggregate report , so how to filters calls which were offered and which were handled? Since we do not have direct colums which support this data.
2. If we have 2 users in an interaction say user1;user2 - so how to calculate what is total handle time for user1 and what is total handle time for user 2 from Interaction report.

Offered are going to be shown for every handled call, but can also be for every abandoned call (agent not answering).  Yes, if a call is sent to 3 agents and only one answered, you are going to see 3 offered and 1 handled.  If a call is answered by one agent and then transferred to another queue, you are going to see 2 offered and 2 handled (one for each agent).  

So, if you want really accurate, you should just look at Handled and Not Answering so you can get all the offered for each agent. 

Hi Team,

I'm trying to pull calls offered and calls handled from Interaction for an particular Agent from Interaction Table. can you please help me in acheiving the same.

Also , need to understand when 2 or 3 users are involved in a single interaction , and have many user included in <user> seperated by semicolon :-

1. Can we seperate that interaction which use has handled interaction if there are multiple interactions involved?
2. How to find how many calls were offered to an agent and how many calls were handled by an agents ? Calculations ideas please? Waiting to Hear from you.