Genesys Cloud - Main

Hi everyone,

I'd like to check if Calls Answered per Manday can be calculated using customized metrics in Genesys Cloud.

Currently, Offered is only available in Queue Performance, and there doesn't seem to be an out-of-the-box metric for Calls Answered per Manday.

The formula we're aiming for is:

Total Calls Received / Number of Agents

Questions I have:

• Can this be achieved using customized metrics?

• Do customized metrics allow combining queue-level metrics (such as Offered or Answered) with agent counts?

• If this is not supported, what would be the recommended workaround?

Appreciate any insights or best practices from the community.

Thanks in advance!

#Reporting/Analytics

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Kevin Loh Chong Hoe
Engineer
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Hi Kevin, 

The Customized Metrics can only combine metrics that belong to the same performance view and entity level. Queue-level metrics such as Offered or Answered cannot be combined with agent-level or staffing-related metrics in a single customized formula.

Genesys Cloud does not provide a native metric that represents number of agents (mandays) within the Queue Performance context. Agent-related metrics (e.g., logged in, on-queue, interacting) are calculated at a different aggregation level and cannot be mixed with queue metrics in Customized Metrics.

Additionally, agent metrics represent point-in-time states, not a cumulative or standardized "manday" value.

The only workaround I see is using the Genesys APIs to feed an external database/BI system, etc.

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Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
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