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  • 1.  Enable Multiple Actions for email changes the handled metric

    Posted 09-13-2024 14:01
    No replies, thread closed.

    Hi all - I'm curious if others in the community are using this feature.  We've noticed that since enabling it, the handled metric in our Email Performance View is no longer accurate.  When sending an outbound email, the wrap up segment now counts as a handled interaction in the views.   That means each outbound email an agent sends counts as two handled interactions.  Has anyone else experienced this issue? 

    Thanks


    #Reporting/Analytics

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    Carlos Alonso
    Dow Jones & Company, Inc.
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  • 2.  RE: Enable Multiple Actions for email changes the handled metric

    Posted 09-13-2024 22:47
    No replies, thread closed.

    I think this is by design as in reality, the agent is sending separate outbound Emails so the handled should increment in my mind.  @Jody Nabuurs, any comment here?



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Enable Multiple Actions for email changes the handled metric

    Posted 09-17-2024 11:26
    No replies, thread closed.

    Actually sending only 1 outbound email counts as two handled.  I don't think the wrap up segment should count as a handled interaction which is what's happening here.  I was told this is by design but I'm struggling to understand the logic behind it. 



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    Carlos Alonso
    Dow Jones & Company, Inc.
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    Original Message


  • 4.  RE: Enable Multiple Actions for email changes the handled metric
    Best Answer

    Posted 09-18-2024 06:06
    Edited by Cameron Tomlin 09-19-2024 10:24
    No replies, thread closed.

    Carlos, it's not the wrap-up that makes two handled. If you check the timeline for interaction where multiple actions is enabled, you will notice that after sending the reply there is a short "transmitting" segment and after it there is another "interacting" segment. Agent needs to press disconnect button to get to the wrap-up. 



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    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management
    Sweden
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    Original Message


  • 5.  RE: Enable Multiple Actions for email changes the handled metric

    Posted 09-18-2024 09:11
    No replies, thread closed.

    I see that now.  Thanks for pointing that out. 

    Unfortunately we need this feature but the fact that it's adding another interact segment even before a second email is initiated is a problem.   I still don't see how that makes sense from a reporting perspective.  



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    Carlos Alonso
    Dow Jones & Company, Inc.
    ------------------------------

    Original Message


  • 6.  RE: Enable Multiple Actions for email changes the handled metric

    Posted 09-17-2024 08:41
    No replies, thread closed.

    hi! In our company we decided to turn off this feature for our ways of working normally don't require multiple replies. In exceptional cases, now agents can use reconnect button if they missed an attachment or need to forward the email to some other address after replying. Genesys Cloud CX - Genesys



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    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management
    Sweden
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