Workforce Engagement Management

Hello-

I was not able to find the definitions for the Your Average and Overall Average on the 4 week trend.  I am assuming:
Your Average = The average of the agent over time?  Is this the last 2 months, 3 months, YTD?

Overall Average= the average of the agents metrics for the 4 weeks.

Please confirm

The other item I am trying to resolve for is the conflict between the data. 

If my assumptions are accurate, my data is accurate in workspace > my performance.  Select the past 4 weeks and I do not have any interactions in play as I am not actively on q.  I see my average handle time is 5m 8s which matches.  It also matches day over day to the gamification scorecard.  

However, Your Average no matter how far I go back my average handle time is 9m 39s, whereas Gamification has 10m 45s.  

I have real agents with data from floor that neither the overall or your average are matching up to the my performance page.  They are 10+ seconds off, which for an agent that is a lot and will be questioned.  

Hi Cressida,

Both "your average" and the "overall average" are using the same time range to calculate the values. Given that you have selected "4 weeks trend", both averages should be for the period ending yesterday and starting 28 days before (7 days x 4). The end day will always be the day prior to the one you are looking in the scorecard. For instance if you are looking at August 3rd in scorecard and have selected the 4 weeks trend, both your average and overall averages will be calculated using the period of 28 days ending on August 2nd inclusively. 

Like this analytics screen, for AHT we are using this definition: https://help.mypurecloud.com/glossary/average-handle-time-aht/

Hope this helps, 

Hello-

I was not able to find the definitions for the Your Average and Overall Average on the 4 week trend.  I am assuming:
Your Average = The average of the agent over time?  Is this the last 2 months, 3 months, YTD?

Overall Average= the average of the agents metrics for the 4 weeks.

Please confirm

The other item I am trying to resolve for is the conflict between the data. 

If my assumptions are accurate, my data is accurate in workspace > my performance.  Select the past 4 weeks and I do not have any interactions in play as I am not actively on q.  I see my average handle time is 5m 8s which matches.  It also matches day over day to the gamification scorecard.  

However, Your Average no matter how far I go back my average handle time is 9m 39s, whereas Gamification has 10m 45s.  

I have real agents with data from floor that neither the overall or your average are matching up to the my performance page.  They are 10+ seconds off, which for an agent that is a lot and will be questioned.  

@Jacou Sarrazin I have the definition for the handle time however am still not understanding what the "Your Average" is calculating.  

Using the same example however it is now 13 weeks out since I have not been in the system.  In Gamification I am showing the overall average = 9m 26s I can again get that to match the workspace performance tab with going back 13 weeks ending with yesterday, 8/28/2023 as the ending date.

I have 17m 29s for "your average"  I believe you are saying this will follow this calculation https://help.mypurecloud.com/glossary/average-handle-time-aht/?_ga=2.35860195.2125501975.1693315035-1676300366.1690551691 which will now include my contacting and dialing in doing the math it is not equaling the 17m 29s. 

From Jan - Yesterday August 8/28

Talk, ACW, Hold and Contacting and Dialing.  Am I looking at the correct metrics here?  Gamification is showing your average is 17m 29s
 

Hi Cressida,

Both "your average" and the "overall average" are using the same time range to calculate the values. Given that you have selected "4 weeks trend", both averages should be for the period ending yesterday and starting 28 days before (7 days x 4). The end day will always be the day prior to the one you are looking in the scorecard. For instance if you are looking at August 3rd in scorecard and have selected the 4 weeks trend, both your average and overall averages will be calculated using the period of 28 days ending on August 2nd inclusively. 

Like this analytics screen, for AHT we are using this definition: https://help.mypurecloud.com/glossary/average-handle-time-aht/

Hope this helps, 

Hello-

I was not able to find the definitions for the Your Average and Overall Average on the 4 week trend.  I am assuming:
Your Average = The average of the agent over time?  Is this the last 2 months, 3 months, YTD?

Overall Average= the average of the agents metrics for the 4 weeks.

Please confirm

The other item I am trying to resolve for is the conflict between the data. 

If my assumptions are accurate, my data is accurate in workspace > my performance.  Select the past 4 weeks and I do not have any interactions in play as I am not actively on q.  I see my average handle time is 5m 8s which matches.  It also matches day over day to the gamification scorecard.  

However, Your Average no matter how far I go back my average handle time is 9m 39s, whereas Gamification has 10m 45s.  

I have real agents with data from floor that neither the overall or your average are matching up to the my performance page.  They are 10+ seconds off, which for an agent that is a lot and will be questioned.  

Hi @Cressida Gioiella, we've looked at the code and unfortunately seems like in certain specific cases the average will not be calculated correctly. The root cause has been identified and a fix will be soaked in test environments for a few days before it makes its way to production. I will update this thread once the code has been deployed. 

Sorry for that and thanks for your detailed explanations, it helped us identify the issue.

@Jacou Sarrazin I have the definition for the handle time however am still not understanding what the "Your Average" is calculating.  

Using the same example however it is now 13 weeks out since I have not been in the system.  In Gamification I am showing the overall average = 9m 26s I can again get that to match the workspace performance tab with going back 13 weeks ending with yesterday, 8/28/2023 as the ending date.

I have 17m 29s for "your average"  I believe you are saying this will follow this calculation https://help.mypurecloud.com/glossary/average-handle-time-aht/?_ga=2.35860195.2125501975.1693315035-1676300366.1690551691 which will now include my contacting and dialing in doing the math it is not equaling the 17m 29s. 

From Jan - Yesterday August 8/28

Talk, ACW, Hold and Contacting and Dialing.  Am I looking at the correct metrics here?  Gamification is showing your average is 17m 29s
 

Hi Cressida,

Both "your average" and the "overall average" are using the same time range to calculate the values. Given that you have selected "4 weeks trend", both averages should be for the period ending yesterday and starting 28 days before (7 days x 4). The end day will always be the day prior to the one you are looking in the scorecard. For instance if you are looking at August 3rd in scorecard and have selected the 4 weeks trend, both your average and overall averages will be calculated using the period of 28 days ending on August 2nd inclusively. 

Like this analytics screen, for AHT we are using this definition: https://help.mypurecloud.com/glossary/average-handle-time-aht/

Hope this helps, 

Hello-

I was not able to find the definitions for the Your Average and Overall Average on the 4 week trend.  I am assuming:
Your Average = The average of the agent over time?  Is this the last 2 months, 3 months, YTD?

Overall Average= the average of the agents metrics for the 4 weeks.

Please confirm

The other item I am trying to resolve for is the conflict between the data. 

If my assumptions are accurate, my data is accurate in workspace > my performance.  Select the past 4 weeks and I do not have any interactions in play as I am not actively on q.  I see my average handle time is 5m 8s which matches.  It also matches day over day to the gamification scorecard.  

However, Your Average no matter how far I go back my average handle time is 9m 39s, whereas Gamification has 10m 45s.  

I have real agents with data from floor that neither the overall or your average are matching up to the my performance page.  They are 10+ seconds off, which for an agent that is a lot and will be questioned.  

Thank you, glad I could help!  I will watch here and/or the releases to track the fix.  

Hi @Cressida Gioiella, we've looked at the code and unfortunately seems like in certain specific cases the average will not be calculated correctly. The root cause has been identified and a fix will be soaked in test environments for a few days before it makes its way to production. I will update this thread once the code has been deployed. 

Sorry for that and thanks for your detailed explanations, it helped us identify the issue.

@Jacou Sarrazin I have the definition for the handle time however am still not understanding what the "Your Average" is calculating.  

Using the same example however it is now 13 weeks out since I have not been in the system.  In Gamification I am showing the overall average = 9m 26s I can again get that to match the workspace performance tab with going back 13 weeks ending with yesterday, 8/28/2023 as the ending date.

I have 17m 29s for "your average"  I believe you are saying this will follow this calculation https://help.mypurecloud.com/glossary/average-handle-time-aht/?_ga=2.35860195.2125501975.1693315035-1676300366.1690551691 which will now include my contacting and dialing in doing the math it is not equaling the 17m 29s. 

From Jan - Yesterday August 8/28

Talk, ACW, Hold and Contacting and Dialing.  Am I looking at the correct metrics here?  Gamification is showing your average is 17m 29s
 

Hi Cressida,

Both "your average" and the "overall average" are using the same time range to calculate the values. Given that you have selected "4 weeks trend", both averages should be for the period ending yesterday and starting 28 days before (7 days x 4). The end day will always be the day prior to the one you are looking in the scorecard. For instance if you are looking at August 3rd in scorecard and have selected the 4 weeks trend, both your average and overall averages will be calculated using the period of 28 days ending on August 2nd inclusively. 

Like this analytics screen, for AHT we are using this definition: https://help.mypurecloud.com/glossary/average-handle-time-aht/

Hope this helps, 

Hello-

I was not able to find the definitions for the Your Average and Overall Average on the 4 week trend.  I am assuming:
Your Average = The average of the agent over time?  Is this the last 2 months, 3 months, YTD?

Overall Average= the average of the agents metrics for the 4 weeks.

Please confirm

The other item I am trying to resolve for is the conflict between the data. 

If my assumptions are accurate, my data is accurate in workspace > my performance.  Select the past 4 weeks and I do not have any interactions in play as I am not actively on q.  I see my average handle time is 5m 8s which matches.  It also matches day over day to the gamification scorecard.  

However, Your Average no matter how far I go back my average handle time is 9m 39s, whereas Gamification has 10m 45s.  

I have real agents with data from floor that neither the overall or your average are matching up to the my performance page.  They are 10+ seconds off, which for an agent that is a lot and will be questioned.  

@Jacou Sarrazin 

Good Morning, Do you have an update on the issue?

Thank you, glad I could help!  I will watch here and/or the releases to track the fix.  

Hi @Cressida Gioiella, we've looked at the code and unfortunately seems like in certain specific cases the average will not be calculated correctly. The root cause has been identified and a fix will be soaked in test environments for a few days before it makes its way to production. I will update this thread once the code has been deployed. 

Sorry for that and thanks for your detailed explanations, it helped us identify the issue.

@Jacou Sarrazin I have the definition for the handle time however am still not understanding what the "Your Average" is calculating.  

Using the same example however it is now 13 weeks out since I have not been in the system.  In Gamification I am showing the overall average = 9m 26s I can again get that to match the workspace performance tab with going back 13 weeks ending with yesterday, 8/28/2023 as the ending date.

I have 17m 29s for "your average"  I believe you are saying this will follow this calculation https://help.mypurecloud.com/glossary/average-handle-time-aht/?_ga=2.35860195.2125501975.1693315035-1676300366.1690551691 which will now include my contacting and dialing in doing the math it is not equaling the 17m 29s. 

From Jan - Yesterday August 8/28

Talk, ACW, Hold and Contacting and Dialing.  Am I looking at the correct metrics here?  Gamification is showing your average is 17m 29s
 

Hi Cressida,

Both "your average" and the "overall average" are using the same time range to calculate the values. Given that you have selected "4 weeks trend", both averages should be for the period ending yesterday and starting 28 days before (7 days x 4). The end day will always be the day prior to the one you are looking in the scorecard. For instance if you are looking at August 3rd in scorecard and have selected the 4 weeks trend, both your average and overall averages will be calculated using the period of 28 days ending on August 2nd inclusively. 

Like this analytics screen, for AHT we are using this definition: https://help.mypurecloud.com/glossary/average-handle-time-aht/

Hope this helps, 

Hello-

I was not able to find the definitions for the Your Average and Overall Average on the 4 week trend.  I am assuming:
Your Average = The average of the agent over time?  Is this the last 2 months, 3 months, YTD?

Overall Average= the average of the agents metrics for the 4 weeks.

Please confirm

The other item I am trying to resolve for is the conflict between the data. 

If my assumptions are accurate, my data is accurate in workspace > my performance.  Select the past 4 weeks and I do not have any interactions in play as I am not actively on q.  I see my average handle time is 5m 8s which matches.  It also matches day over day to the gamification scorecard.  

However, Your Average no matter how far I go back my average handle time is 9m 39s, whereas Gamification has 10m 45s.  

I have real agents with data from floor that neither the overall or your average are matching up to the my performance page.  They are 10+ seconds off, which for an agent that is a lot and will be questioned.  

Hi Cressida, the update hasn't made it to production environments yet but it is still planned to be released before EOW.

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees

Original Message:
Sent: 09-06-2023 08:56
From: Cressida Gioiella
Subject: Gamification Metric Not Matching Workspace

@Jacou Sarrazin 

Good Morning, Do you have an update on the issue?

------------------------------
Cressida Gioiella
Massachusetts Mutual Life Insurance Company

Original Message:
Sent: 08-30-2023 10:48
From: Cressida Gioiella
Subject: Gamification Metric Not Matching Workspace

Thank you, glad I could help!  I will watch here and/or the releases to track the fix.  

------------------------------
Cressida Gioiella
MassMutual Ascend Life Insurance Company

Original Message:
Sent: 08-30-2023 10:30
From: Jacou Sarrazin
Subject: Gamification Metric Not Matching Workspace

Hi @Cressida Gioiella, we've looked at the code and unfortunately seems like in certain specific cases the average will not be calculated correctly. The root cause has been identified and a fix will be soaked in test environments for a few days before it makes its way to production. I will update this thread once the code has been deployed. 

Sorry for that and thanks for your detailed explanations, it helped us identify the issue.

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees

Original Message:
Sent: 08-29-2023 09:57
From: Cressida Gioiella
Subject: Gamification Metric Not Matching Workspace

@Jacou Sarrazin I have the definition for the handle time however am still not understanding what the "Your Average" is calculating.  

Using the same example however it is now 13 weeks out since I have not been in the system.  In Gamification I am showing the overall average = 9m 26s I can again get that to match the workspace performance tab with going back 13 weeks ending with yesterday, 8/28/2023 as the ending date.

I have 17m 29s for "your average"  I believe you are saying this will follow this calculation https://help.mypurecloud.com/glossary/average-handle-time-aht/?_ga=2.35860195.2125501975.1693315035-1676300366.1690551691 which will now include my contacting and dialing in doing the math it is not equaling the 17m 29s. 

From Jan - Yesterday August 8/28

Talk, ACW, Hold and Contacting and Dialing.  Am I looking at the correct metrics here?  Gamification is showing your average is 17m 29s
 

------------------------------
Cressida Gioiella
MassMutual Ascend Life Insurance Company

Original Message:
Sent: 08-21-2023 12:17
From: Jacou Sarrazin
Subject: Gamification Metric Not Matching Workspace

Hi Cressida,

Both "your average" and the "overall average" are using the same time range to calculate the values. Given that you have selected "4 weeks trend", both averages should be for the period ending yesterday and starting 28 days before (7 days x 4). The end day will always be the day prior to the one you are looking in the scorecard. For instance if you are looking at August 3rd in scorecard and have selected the 4 weeks trend, both your average and overall averages will be calculated using the period of 28 days ending on August 2nd inclusively. 

Like this analytics screen, for AHT we are using this definition: https://help.mypurecloud.com/glossary/average-handle-time-aht/

Hope this helps, 

------------------------------
Jacou Sarrazin
Sr. Director, Development
Genesys - Employees

Original Message:
Sent: 08-18-2023 17:02
From: Cressida Gioiella
Subject: Gamification Metric Not Matching Workspace

Hello-

I was not able to find the definitions for the Your Average and Overall Average on the 4 week trend.  I am assuming:
Your Average = The average of the agent over time?  Is this the last 2 months, 3 months, YTD?

Overall Average= the average of the agents metrics for the 4 weeks.

Please confirm

The other item I am trying to resolve for is the conflict between the data. 

If my assumptions are accurate, my data is accurate in workspace > my performance.  Select the past 4 weeks and I do not have any interactions in play as I am not actively on q.  I see my average handle time is 5m 8s which matches.  It also matches day over day to the gamification scorecard.  

However, Your Average no matter how far I go back my average handle time is 9m 39s, whereas Gamification has 10m 45s.  

I have real agents with data from floor that neither the overall or your average are matching up to the my performance page.  They are 10+ seconds off, which for an agent that is a lot and will be questioned.  

#Gamification

------------------------------
Cressida Gioiella
Massachusetts Mutual Life Insurance Company
------------------------------