If the volume of data isn't huge, you can attempt to pull 6 months worth of values from the queues performance view. The query will timeout if it's unable to gather that data volume within 9 seconds. If that can complete for your org, you can export that and sum the total offer together. You'd then need to figure out how many hourly intervals you have in that 6 month time span when that business is open. Take [Total Offer] / [Total Hourly Intervals where business is open] and that would give you an average offered call per hour for a 6 month time span.
If 6 months is too much to gather at once, run exports for a month at a time. (or whatever interval is small enough to successfully complete) The main goal is that you need to arrive at a total sum of calls offer and divide that by the total amount of hourly intervals where the business is open. You'd want to make sure to specifically not include hours when the business is closed otherwise your averages will be quite dramatically skewed to be lower.
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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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Original Message:
Sent: 08-31-2023 03:58
From: Catherine DUPIRE
Subject: How to get an overview of half a year by number of calls per hour
hello
My customer would like to have an overview about teh calls of half a year by number of calls per hour .
I don't find how to get that. Is it possible ? if so, how can I do in performance ?
Thanks for your help
Catherine
#Reporting #ReportingandAnalytics #QueuesPerformanceView
#Reporting/Analytics
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Catherine DUPIRE
NXO FRANCE SASU
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