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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.
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?
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.
WFM Real-time Analyst, IG Group
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