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  • 1.  Intraday Monitoring Stats

    Posted 04-27-2022 11:35
    No replies, thread closed.
    We've just started using Intraday monitoring. Why does it show 0% for Actual Service Level if no calls came in during the interval? Is that negatively affecting the Aggregate Service Level calculation? Any way to have this show as 100% for the interval if no calls came in?

    #Genesys Cloud CX
    #Interaction Analytics
    #Workforce Engagement Management
    #Workforce Management
    #Other/Not Sure

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    Amber Krueger
    Ultimus Fund Solutions, LLC
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  • 2.  RE: Intraday Monitoring Stats

    Posted 04-29-2022 07:28
    Edited by Tracy Vickers 08-05-2025 11:36
    No replies, thread closed.
    It would not negatively affect aggregate assuming there was at least one non-0 answered and/or abandoned interval amongst the set. Service level is calculated as the percent of interactions answered within service level objective of (answered + abandoned) interactions. For the 0% row above, what are the values for answered and abandoned?

    If both answered and abandoned are zero for an interval, then the answer cannot be 100%. The math for the scenario would result in a 'not defined'/'not a number' result due to the division by 0. If we show 0%, that also is not correct mathematically - perhaps a case to show "-", "NaN", etc. with hover over text on reason. I will pass this thread along to one of our Product Managers.

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    Jay Langsford
    VP, R&D
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  • 3.  RE: Intraday Monitoring Stats

    Posted 04-29-2022 09:04
    No replies, thread closed.
    Here's an example - yesterday we had two intervals where there were no calls offered or answered. It shows the Service Level as 0. 


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    Amber Krueger
    Ultimus Fund Solutions, LLC
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    Original Message


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