Workforce Engagement Management

Hi Guys,

Crowdsourcing: Does anyone know where to find actual chat concurrency in Genesys Reporting? E.g. we set our max conccurrent messages to 2 but wanted to validate if that is ever the case in reality. Thanks!

#Workforce Management
#ScheduleManagement
#Performance Management
#Interaction Analytics

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Jefferson Dela Cruz
Thumbtack, Inc.
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I would also like this...I don't think WFM understands concurrency, so I'd like to figure out if Genesys is calculating it at all.

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Brent Price
Applied Systems
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Hi Brent, 

This is how WFM is handling concurrency now:

There was a bug fix released on February 21st 2024 related to the staffing requirements calculation when there is concurrency that should resolve any remaining issues.  The approach we've taken is to capture historical volume and AHT and use that for forecasting with no modifications for concurrency, but then factor in concurrency during staffing requirements calculation.  What this means is that your forecasted AHT will include time when an agent is working another concurrent interaction (so the AHT will match what was displayed historically but will appear high when there is concurrency).  But then when we generate staffing requirements for scheduling, the algorithm adjusts by reducing AHT when the agent was working on a concurrent interaction.  The result is reduced staffing requirements to reflect the concurrency that is happening.  

We would definitely be interested in suggestions from customers as to how to improve.  Would it be more helpful to have a new AHT # that backed out the hold time when the agent is working a different interaction prior to forecasting?  Or some ability to see what hours of the day had concurrency historically etc?  

I'd be interested in getting your input and input from other customers using concurrency.

Thank you,

Chris Johnson

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Christopher Johnson
Genesys - Employees
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Original Message:
Sent: 09-29-2023 09:48
From: Brent Price
Subject: How to Get Actual Concurrency for Chat/SMS queus

I would also like this...I don't think WFM understands concurrency, so I'd like to figure out if Genesys is calculating it at all.

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Brent Price
Applied Systems
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Did anyone ever reply to this?  I have the same question!

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Sophie Weeks
Motability Operations
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Hi everyone, I missed this one - let me try to source an answer for you.

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Tracy
Genesys
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Original Message:
Sent: 04-10-2024 07:40
From: Sophie Weeks
Subject: How to Get Actual Concurrency for Chat/SMS queus

Did anyone ever reply to this?  I have the same question!

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Sophie Weeks
Motability Operations
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Hello all!

We don't yet have a native chat concurrency metric.  We do have a couple ideas tracking requests for this type of feature:

https://genesyscloud.ideas.aha.io/ideas/ANLS-I-191

https://genesyscloud.ideas.aha.io/ideas/TEL-I-418

Until we're able to develop a feature to track agent concurrency, you can work with a few metrics we do have to give you a general idea of concurrency.  An agent handling two or more chats at the same time would accrue handle time on both chats simultaneously.  Assuming these are ACD routed chats, they would also singularly accrue interacting time.  If you divide an agent's total handle time by their total interacting time for the same interval, that would give you a ratio that would be reflective of concurrency.  It wouldn't give you a value that shows their peak concurrency, but it would give you an average amount of concurrent handle time.

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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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