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  • 1.  Inquiry about reporting on Answer Rate for Agent Level

    Posted 10-18-2024 10:26
    No replies, thread closed.

    Hello Again!

    A different question this time. Something we want to report on  is answer rate at the agent level. Genesys tracks this at a queue level, but not at the agent level.

    I am trying to figure out which metrics to include in a formula to manually calculate this metric.

    We can obviously report on the amount of interactions answered, so the part I am trying to figure out is the total number of interactions offered to an agent.

    After reviewing Genesys Resource, this is what I have so far: (Answered + Alert - No Answer)= Total Offered Interactions

    My question for everyone is there any other metric that I am not thinking about that could be utilized to calculate this metric.

    Thank you,

    Matt Aubin


    #Reporting/Analytics

    ------------------------------
    Matthew Aubin
    Customer Service Manager
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  • 2.  RE: Inquiry about reporting on Answer Rate for Agent Level

    Posted 10-18-2024 15:26
    No replies, thread closed.

    Total Alert gives you all that the agent was given. Total Alert No Answer were those they rejected or waited too long for. Total Handle are those they were alerted on and actually answered. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Inquiry about reporting on Answer Rate for Agent Level

    Posted 10-18-2024 15:52
    No replies, thread closed.

    Hi Robert,

    After reviewing those metrics, those provide metrics in time.  I'm looking for the answer rate for a division of associates as a percentage.  The total total amount answered/total amount of interactions routed to an associate.

    Should be something like 80 answered/100 total interactions routed equals 80% answer rate.

    This is not natively in Genesys so I'm not sure how to figure the total interactions routed to an associate.  My thought would be answered plus Alert-No Answer. Not sure if I'm missing something or not.

    Thank you,



    ------------------------------
    Matthew Aubin
    Solution Owner
    ------------------------------

    Original Message


  • 4.  RE: Inquiry about reporting on Answer Rate for Agent Level
    Best Answer

    Posted 10-18-2024 16:00
    No replies, thread closed.

    You will need to wait for the Custom Columns to come out that allows you to define new columns based on your own calculations.  Go ahead and put what you want as an idea 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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