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  • 1.  Genesys calculation does not match average calculation from Excel

    Posted 08-22-2025 15:09
    No replies, thread closed.

    Hello, 

    I'm running a Queues Performance report for a single voice queue over a 7‑day period (grouped by day). In the summary row, Genesys shows:

    • ASA (overall): 33s
    • Service Level % (overall): 88%

    When I export the daily rows to Excel and calculate a simple average of the daily ASA values, I get ~50s, and a simple average of the daily Service Level % values gives ~81%. Screenshot attached shows the daily ASA and SL% next to the overall figures. 

    Thank you for for your help in advance, 


    #Calculations
    #PerformanceViews

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    Harry Patel
    Support Center Supervisor
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  • 2.  RE: Genesys calculation does not match average calculation from Excel
    Best Answer

    Posted 09-01-2025 04:13
    No replies, thread closed.

    Hi Harry,

    Unfortunately averaging an average doesn't work. The ASA calculation is looking at the total time to answer divided by the total answered interactions (Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)).

    So in the summary row for a the week it is collecting all that information to get an Average Speed of Answer.  If you average the daily columns, then how will take into account the different answered volumes with different time to answer values?

    It is also the same for Service Level - You can't average it, because you have different values that need to be taken into account daily



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Genesys calculation does not match average calculation from Excel

    Posted 09-17-2025 13:04
    No replies, thread closed.

    thank you Sam. that makes sense. 



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    Harry Patel
    Support Center Supervisor
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    Original Message


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