Thank you Ryan. You cleared all my questions.
The following is my understanding so if there is anything wrong, please correct me.
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All the metrics that are listed specific to inbound are because they are directly related to ACD related actions. An ACD related action is a call arriving to queue and using ACD to route the conversation.
An outbound call can not arrived to a queue because it sources from the agent.
Thus, Offer, Answer %, Abandon %, ASA, Service Level, and Avg Wait are all ACD related metrics that can only be calculated on an inbound conversation to the queue.
Outbound conversations that source from the agent on behalf of a queue can increment an outbound metric and can also contribute to handle time, talk time, hold time, and ACW.
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Munehito Suzuki
Genesys - Employees
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Original Message:
Sent: 03-25-2022 09:01
From: Ryan Legner
Subject: Columns for inbound interactions in Queues Performance Summary view
When I say ACD action, I'm talking about a call arriving to queue and using ACD to route the conversation. Outbound calls do not use ACD because they source from the agent. Offer, Answer %, Abandon %, ASA, Service Level, and Avg Wait are all ACD related metrics so they are not relevant to non-ACD conversations.
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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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Original Message:
Sent: 03-24-2022 21:21
From: Munehito Suzuki
Subject: Columns for inbound interactions in Queues Performance Summary view
Hi Ryan,
Thank you for your answering my question.
I am getting understand but need more clarification of something.
In fact, I don't quite understand your second sentence which is:
"An outbound call can not be offered to a queue because the ACD action always sources from an inbound segment. "
Can you please explain more about it?
What is "the ACD action"? Is that the same as "ACD related actions" in the first sentence?
And, what is "an inbound segment"?
Kind regards,
Smiley:)
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Munehito Suzuki
Genesys - Employees
Original Message:
Sent: 03-24-2022 08:49
From: Ryan Legner
Subject: Columns for inbound interactions in Queues Performance Summary view
All the metrics that are listed specific to inbound are because they are directly related to ACD related actions. An outbound call can not be offered to a queue because the ACD action always sources from an inbound segment. Thus offer, answer, abandon, speed of answer, and wait time are all actions that can only occur on an inbound conversation to the queue. Outbound conversations that happen on behalf of a queue can increment an outbound metric and can also contribute to handle time, talk time, hold time, and ACW.
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Ryan Legner
Staff Product Manager, Genesys Cloud CX