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  • 1.  Concurrent AHT

    Posted 11-28-2023 11:52

    Is it possible to get Concurrent AHT for e-chat  within Genesys Cloud ?. It is possible to put together arbitrary calculations for this figure but is the actual calculation itself available within Genesys Cloud.


    #ArchitectureandDesign
    #Reporting/Analytics

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    richard craig
    British Telecommunications PLC
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  • 2.  RE: Concurrent AHT

    GENESYS
    Posted 11-29-2023 08:58

    Not at the moment, but it's an idea we're exploring.  We have a solution in the works to bring significant enhancements around our realtime monitoring for agents.  We also have a project in development for a utilization label for agents which we're interested in surfacing in analytics.  https://genesyscloud.ideas.aha.io/ideas/INB-I-254

    Are you looking to mainly see concurrency for a realtime standpoint or are you looking to see a historical concurrency for an agent over time?  Would you want average concurrency among a group of agents?  Average for a user?  Specific concurrency as a trend line? 



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 3.  RE: Concurrent AHT

    NEW MEMBER
    Posted 16 days ago

    That's great to see that we have such enhancements for concurrency. Real-time concurrency would be great but historical concurrency for say each Work Team or for each Queue would be great. A trendline to show how it's progressed would be great as long as we can filter via media-type.

    Ashirbad Meher

    WFM Real-time Analyst, IG Group



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    Ashirbad Meher
    IG Index Limited
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