Genesys Cloud - Main

Hi community

I have not found any answer to this topic, In outbound campaigns, 'contact' is defined as The number of interactions initiated by a remote party and connected to an agent (https://help.mypurecloud.com/articles/metric-definitions/),

what exactly is meant by this term, and why does it not match with 'answered'?

Thanks in advance

#Reporting/Analytics

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ANA BELEN ALONSO VIDALES
CTI
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Hi,

I am not using "contacts", but both definitions differ. I would guess, that "contacts" not only increments when connected to the first agent but also following connections (forwarding/consults). You could test this in a test queue.

Best
Christoph

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Christoph Domaschke
Leiter Service Center (Cronbank)
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Hey,

So Contacts is an outbound campaign metric, you won't find this for inbound interactions.

From an API perspective it is the nConnected metric or maybe nOutboundConnected

Here is a preview campaign example, pulling all metrics available from https://api.mypurecloud.com.au/api/v2/analytics/conversations/aggregates/query 

 "metrics": [
                        {
                            "metric": "nConnected",
                            "stats": {
                                "count": 2
                            }
                        },
                        {
                            "metric": "nOutboundAttempted",
                            "stats": {
                                "count": 3
                            }
                        },
                        {
                            "metric": "nOutboundConnected",
                            "stats": {
                                "count": 2
                            }
                        },
                        {
                            "metric": "tAcw",
                            "stats": {
                                "max": 90159,
                                "min": 4784,
                                "count": 3,
                                "sum": 173632
                            }
                        },
                        {
                            "metric": "tHandle",
                            "stats": {
                                "max": 174640,
                                "min": 59010,
                                "count": 3,
                                "sum": 385653
                            }
                        },
                        {
                            "metric": "tTalkComplete",
                            "stats": {
                                "max": 85517,
                                "min": 27316,
                                "count": 2,
                                "sum": 112833
                            }
                        }
                    ]

First note, there is not tAnswered metric at all.

In this example we have 3 dialing attempts made, 2 contacts, one of those dialing attempts was was a busy/disconnected tone.

So 3 attempts, 2 contacts. 3 handles, 2 Talktimes, 3 Acws, which all makes sense.

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Anton Vroon
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