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  • 1.  First response & Average response time in Digital interactions

    Posted 12-22-2024 07:22
    No replies, thread closed.

    I would like to know if there is a way to show First response time and Average response time in digital interactions.


    #DigitalChannels
    #Reporting/Analytics

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    Ahmed Abdelghany
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  • 2.  RE: First response & Average response time in Digital interactions
    Best Answer

    Posted 12-23-2024 03:28
    No replies, thread closed.

    Hello Ahmed,

    There is an idea in the Genesys Cloud Ideas portal for Digital Metrics I would suggest voting on this and adding you use case, although it is already marked as an upcoming development, if you vote on the idea, you will receive updates as it progresses



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: First response & Average response time in Digital interactions

    Posted 12-24-2024 04:11
    No replies, thread closed.

    Thanks Samuel, I could see the idea marked as upcoming development.



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    Ahmed Abdelghany
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    Original Message


  • 4.  RE: First response & Average response time in Digital interactions

    Posted 12-23-2024 11:37
    No replies, thread closed.

    Have you looked at the new conversation split in the Content view.  The top line is the first interaction of several in the thread.  I looked at the Conversation Details API and it looks like you could look for the first Segment with Interact as the SegmentType



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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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    Original Message


  • 5.  RE: First response & Average response time in Digital interactions

    Posted 12-24-2024 04:10
    No replies, thread closed.

    Hello Robert,

    Yes, the first segment of the interact is available on the API data, but I think it's not really accurate in our case as I traced the first reply for multiple interactions and it's counting the chatbot flow interaction with the customer as interact segment.

    Thanks,

    Ahmed Abdelghany



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    Ahmed Abdelghany
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    Original Message


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