rxt | 2022-01-14 21:04:29 UTC | #1
I am very new to Genesys Cloud and still reading. I am trying to calculate some of the KPI displayed in Queue Metrics Summary Report. I get two Json file
- Conversation Detail Data
- Conversation Aggregate Query
I was able to load conversation Aggregate Query Data as below in a table
Now looking at some KPI on queue metrics summary report AVG TALK = stats.sum/stats.count for (metric = tTalk) doesn't work AVG ACW = stats.sum/stats.count for (metric = tAcw) doesn't work AVG Hold = stats.sum/stats.count for (metric = tHeld) doesn't work ASA = how do you calculate ? ATT = how to calculate ? AHT = How to calculate ? Service level 5 = how to calculate?
I have references following link https://developer.genesys.cloud/api/rest/v2/conversations/overview.html https://developer.genesys.cloud/api/rest/v2/analytics/metrics.html https://developer.genesys.cloud/api/rest/v2/analytics/conversation_aggregate
I also look at the following metric defination, not sure if that applies in this context https://help.mypurecloud.com/articles/metric-definitions/ https://docs.genesys.com/Glossary#A
if someone could enlighten me I would appreciate it
RT
rxt | 2022-01-17 14:33:10 UTC | #2
Somewhere in a forum somebody replied as below and I used the formula to calculate and it didn't work see avg talk @tim.smith
Here is the link for the report I am looking at https://help.mypurecloud.com/articles/queue-metrics-summary-report/
it says
tim.smith | 2022-01-20 14:19:51 UTC | #3
quote="rxt, post:2, topic:13220"] Here is the link for the report I am looking at [Queue Metrics Summary report - Genesys Cloud Resource Center [/quote]
This is the correct source for report calculation documentation. It's likely that the discrepancy you're facing isn't because the documented calculation is incorrect, but because there's a difference in the scope of the data being used for the calculations between the report and your query. I would recommend making sure your query filters line up exactly with the report definition and the parameters you use when you run it. This task becomes much easier if you can use an interval that only has a few conversations so you can reasonably manually calculate the values by hand from the detail query and see which conversations are being included/excluded. Once you can identify that, you can identify what's different about those conversations and adjust your query accordingly.
If you're unable to isolate the discrepancy, please open a case with Genesys Cloud Care to investigate your specific data; we do not have access to your data via the forum and therefore cannot investigate the exact calculations that are being made on your data in this setting.
system | 2022-02-19 14:20:28 UTC | #4
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