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  • 1.  Fetching Service Level and ASA from Interaction View

    Posted 4 days ago

    Hi Team,

    For Data Analytics Activity, we need to calculate Service Level% and ASA from Interaction view. Could you please suggest me how to get this calculated from Interaction View.

    Thanks,
    Neha


    #Reporting/Analytics

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    Neha Neha
    Accenture LLP
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  • 2.  RE: Fetching Service Level and ASA from Interaction View

    Posted 3 days ago

    Hi Team , Any Reply on this please. I perceive, this is not directly available in Interaction View and is available in Queue performance view. But is there anyway , to derive these from the fields avaialble in Interaction View , Like performing agregations on our own or something like that?



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    Neha Neha
    Accenture LLP
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    Original Message


  • 3.  RE: Fetching Service Level and ASA from Interaction View

    Posted 14 hours ago

    Hi Team,

    Can anyone look into my query and help me out please.



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    Neha Neha
    Accenture LLP
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    Original Message


  • 4.  RE: Fetching Service Level and ASA from Interaction View

    GENESYS
    Posted 7 hours ago

    Hi Neha,

    SLA % and ASA are calculated for a Queue only, not individual Interactions. Without having more information about what you're trying to accomplish, Iw ill provide some generic information. Please provide additional information if these tips do not provide you with what you are looking for.

    If you select the Queue Performance view in Performance/Workspaces, you can drill in to a specific queue by clicking on the Queue Name, which takes you to the Queue Performance Detail view. Once there, you have a couple of options around the Interactions handled by the Queue. 

    You can filter the interactions using the Filter Panel in this view, such as by Skills (see red rectangles in screenshot), Languages, Wrap-up Code, etc. You will then see SLA and ASA for the selected skill by time interval for the selected queue for your date range. 



    You can also navigate to the list of Interactions associated with the SLA % and ASA for your selected Queue for your date range. To do that, select the Interactions sub-tab to the right of the Performance sub-tab (see top red rectangle in screenshot). You can apply the same filter(s) in this view, which was Skills in this example. 


    Have a look at these options and let us know if you need additional assistance. 

    Thanks!



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    Laurie Nelson
    Genesys - Employees
    Sr. Director Product Management - Data, Analytics and Reporting
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    Original Message


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