Genesys Cloud - Main

I am aware of the difference between offered - The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

and answered - A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The question I have however is why when trying to calculate the PCA (Percentage Of Calls Answered) does the aggregation to query API use offered when the calculation uses answered ?

(Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

This appears to be producing 2 different PCA figures.

Hi Richard - 

Correct me if I'm wrong, but you're trying to find the Percentage of Calls Answered.  But the definition you posted is that of the default Service Level metric.  Those are two different measurements.  Service Level is based off overall calls answered and answered calls that miss the service level target.

PCA is simply all calls answered based off all offered calls.

To use the specific metrics for each, it would more than likely look something like this:

Service Level:
(tAnswered.Count - nOverSLA) / (tAnswered.Count+ tAbandon.Count) * 100

PCA:
(tAnswered.Count / nOffered) * 100

Thanks,
Trent.

I am aware of the difference between offered - The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

and answered - A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The question I have however is why when trying to calculate the PCA (Percentage Of Calls Answered) does the aggregation to query API use offered when the calculation uses answered ?

(Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

This appears to be producing 2 different PCA figures.

Trent - Many thanks for that. I have searched the Resource Centre and can't find anything on PCA in the Metric definitions - Genesys Cloud Resource Center (mypurecloud.com) article so its unclear as to whether Genesys even use this as a metric definition.

Hi Richard - 

Correct me if I'm wrong, but you're trying to find the Percentage of Calls Answered.  But the definition you posted is that of the default Service Level metric.  Those are two different measurements.  Service Level is based off overall calls answered and answered calls that miss the service level target.

PCA is simply all calls answered based off all offered calls.

To use the specific metrics for each, it would more than likely look something like this:

Service Level:
(tAnswered.Count - nOverSLA) / (tAnswered.Count+ tAbandon.Count) * 100

PCA:
(tAnswered.Count / nOffered) * 100

Thanks,
Trent.

I am aware of the difference between offered - The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

and answered - A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The question I have however is why when trying to calculate the PCA (Percentage Of Calls Answered) does the aggregation to query API use offered when the calculation uses answered ?

(Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

This appears to be producing 2 different PCA figures.

No problem at all, and happy to help.  Keep in mind though, in the UI, you can see Percentage of Calls Answered per queue on the Queue Performance Views (highlighted below, as well as abandon percentage):

But if you are querying the API, keep in mind that a call may be transferred to multiple queues and be "answered" multiple times over the span of that interaction.  

Trent - Many thanks for that. I have searched the Resource Centre and can't find anything on PCA in the Metric definitions - Genesys Cloud Resource Center (mypurecloud.com) article so its unclear as to whether Genesys even use this as a metric definition.

Hi Richard - 

Correct me if I'm wrong, but you're trying to find the Percentage of Calls Answered.  But the definition you posted is that of the default Service Level metric.  Those are two different measurements.  Service Level is based off overall calls answered and answered calls that miss the service level target.

PCA is simply all calls answered based off all offered calls.

To use the specific metrics for each, it would more than likely look something like this:

Service Level:
(tAnswered.Count - nOverSLA) / (tAnswered.Count+ tAbandon.Count) * 100

PCA:
(tAnswered.Count / nOffered) * 100

Thanks,
Trent.

I am aware of the difference between offered - The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

and answered - A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The question I have however is why when trying to calculate the PCA (Percentage Of Calls Answered) does the aggregation to query API use offered when the calculation uses answered ?

(Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

This appears to be producing 2 different PCA figures.

Good point. Thanks for pointing that out.

No problem at all, and happy to help.  Keep in mind though, in the UI, you can see Percentage of Calls Answered per queue on the Queue Performance Views (highlighted below, as well as abandon percentage):

But if you are querying the API, keep in mind that a call may be transferred to multiple queues and be "answered" multiple times over the span of that interaction.  

Trent - Many thanks for that. I have searched the Resource Centre and can't find anything on PCA in the Metric definitions - Genesys Cloud Resource Center (mypurecloud.com) article so its unclear as to whether Genesys even use this as a metric definition.

Hi Richard - 

Correct me if I'm wrong, but you're trying to find the Percentage of Calls Answered.  But the definition you posted is that of the default Service Level metric.  Those are two different measurements.  Service Level is based off overall calls answered and answered calls that miss the service level target.

PCA is simply all calls answered based off all offered calls.

To use the specific metrics for each, it would more than likely look something like this:

Service Level:
(tAnswered.Count - nOverSLA) / (tAnswered.Count+ tAbandon.Count) * 100

PCA:
(tAnswered.Count / nOffered) * 100

Thanks,
Trent.

I am aware of the difference between offered - The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

and answered - A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The question I have however is why when trying to calculate the PCA (Percentage Of Calls Answered) does the aggregation to query API use offered when the calculation uses answered ?

(Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

This appears to be producing 2 different PCA figures.

George!  I hope you are doing well.

And no problem.  It harkens back to my PureConnect days.  One call record in the InteractionSummary table/CallDetail_viw view can have all sorts of data for each workgroup and agent it touches in the iWrkgrpQueueStats and iAgentQueueStats tables/views.  Good times!

Good point. Thanks for pointing that out.

No problem at all, and happy to help.  Keep in mind though, in the UI, you can see Percentage of Calls Answered per queue on the Queue Performance Views (highlighted below, as well as abandon percentage):

But if you are querying the API, keep in mind that a call may be transferred to multiple queues and be "answered" multiple times over the span of that interaction.  

Trent - Many thanks for that. I have searched the Resource Centre and can't find anything on PCA in the Metric definitions - Genesys Cloud Resource Center (mypurecloud.com) article so its unclear as to whether Genesys even use this as a metric definition.

Hi Richard - 

Correct me if I'm wrong, but you're trying to find the Percentage of Calls Answered.  But the definition you posted is that of the default Service Level metric.  Those are two different measurements.  Service Level is based off overall calls answered and answered calls that miss the service level target.

PCA is simply all calls answered based off all offered calls.

To use the specific metrics for each, it would more than likely look something like this:

Service Level:
(tAnswered.Count - nOverSLA) / (tAnswered.Count+ tAbandon.Count) * 100

PCA:
(tAnswered.Count / nOffered) * 100

Thanks,
Trent.

I am aware of the difference between offered - The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

and answered - A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The question I have however is why when trying to calculate the PCA (Percentage Of Calls Answered) does the aggregation to query API use offered when the calculation uses answered ?

(Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

This appears to be producing 2 different PCA figures.