Genesys Cloud - Main

Need assistance on how to  pull the metrics that Genesys uses to calculate services levels and priorities for the Predictive, Progressive and Preview queues?

#Reporting/Analytics

------------------------------
Donald Long
General Motors Financial Company, Inc.
------------------------------

Hi Donald,

For service level on a queue there are specific metric to pull for the service target level:
oServiceTarget defines a queue service level target. oServiceLevel describes the current queue service level. The stats include the target, the service level ratio and the numerator and denominator used to compute the ratio. The numerator is the count of queue interactions that were within the service level, the denominator is the total count of queue interactions.

With regards to the priorities for Predictive, Progressive and Preview queues, do you mean the priority assigned to the interactions within a campaign?

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