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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Original Message:
Sent: 11-29-2023 08:58
From: Ryan Legner
Subject: Concurrent AHT
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
Original Message:
Sent: 11-28-2023 11:51
From: richard craig
Subject: Concurrent AHT
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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