Genesys Cloud - Main

Hi,

We are looking to determine the average volume of calls into one of our webchat queues by hour for a recent period (e.g. 30/60/90 days). I know we get the half-hourly breakdown of interactions when we use the interactions view for a queue but we are looking to get a rolled up view of the average number per hour. We want to know our busiest and quietest hours of operation to assist with resource planning. 

I couldn't find an existing report that meets the requirement or a similar discussion thread for this in the past. Can anyone help with the request, please?
#Reporting/Analytics

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Niall Geraghty
SAGE GLOBAL SERVICES LIMITED
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Hi Niall,

For this I would use the "Queue Metrics Interval Report" and export as an .XLS file. I would then open a new tab in the excel sheet and enter the intervals corresponding to your hours of operation in column A (8:00 AM, 8:30 AM etc). I would then use the sumif and countif excel formulas to determine total calls by interval and number of intervals in the data. Dividing total calls in the 8:00 AM interval by the number of 8:00 AM intervals will give you the average number of calls per 8:00 AM interval and so on. If you are pulling data for more than one queue you would need to divide the total intervals by the number of queues.

Alternately if you are using this for resource planning you may want to explore forecasting in Genesys WFM.

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Paul Soulodre
Alberta Motor Association
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Original Message:
Sent: 03-28-2022 11:21
From: Niall Geraghty
Subject: How can I report on the busiest (or quietest) hour of the working day for webchat or phone?

Hi,

We are looking to determine the average volume of calls into one of our webchat queues by hour for a recent period (e.g. 30/60/90 days). I know we get the half-hourly breakdown of interactions when we use the interactions view for a queue but we are looking to get a rolled up view of the average number per hour. We want to know our busiest and quietest hours of operation to assist with resource planning.

I couldn't find an existing report that meets the requirement or a similar discussion thread for this in the past. Can anyone help with the request, please?
#Reporting/Analytics

------------------------------
Niall Geraghty
SAGE GLOBAL SERVICES LIMITED
------------------------------

Hi Paul, 

Thanks very much for the reply. I was hoping there would be some sort of native reporting to meet this requirement but thanks very much for your suggestion. I will give that a go.

Thanks,

------------------------------
Niall Geraghty
SAGE GLOBAL SERVICES LIMITED
------------------------------

Original Message:
Sent: 03-29-2022 11:27
From: Paul Soulodre
Subject: How can I report on the busiest (or quietest) hour of the working day for webchat or phone?

Hi Niall,

For this I would use the "Queue Metrics Interval Report" and export as an .XLS file. I would then open a new tab in the excel sheet and enter the intervals corresponding to your hours of operation in column A (8:00 AM, 8:30 AM etc). I would then use the sumif and countif excel formulas to determine total calls by interval and number of intervals in the data. Dividing total calls in the 8:00 AM interval by the number of 8:00 AM intervals will give you the average number of calls per 8:00 AM interval and so on. If you are pulling data for more than one queue you would need to divide the total intervals by the number of queues.

Alternately if you are using this for resource planning you may want to explore forecasting in Genesys WFM.

------------------------------
Paul Soulodre
Alberta Motor Association

Original Message:
Sent: 03-28-2022 11:21
From: Niall Geraghty
Subject: How can I report on the busiest (or quietest) hour of the working day for webchat or phone?

Hi,

We are looking to determine the average volume of calls into one of our webchat queues by hour for a recent period (e.g. 30/60/90 days). I know we get the half-hourly breakdown of interactions when we use the interactions view for a queue but we are looking to get a rolled up view of the average number per hour. We want to know our busiest and quietest hours of operation to assist with resource planning.

I couldn't find an existing report that meets the requirement or a similar discussion thread for this in the past. Can anyone help with the request, please?
#Reporting/Analytics

------------------------------
Niall Geraghty
SAGE GLOBAL SERVICES LIMITED
------------------------------