Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Is there a way to pull a report on the average abandon time for either an interval or a summary for the whole day?

    Posted 05-10-2017 13:04
    No replies, thread closed.

    Hello,

     

    I am hoping there is a report that can tell me the average time that calls abandoned in an interval.  I have been unable to locate a report that can provide this detail.

     

    Thank you.



  • 2.  RE: Is there a way to pull a report on the average abandon time for either an interval or a summary for the whole day?

    Posted 05-11-2017 14:42
    No replies, thread closed.

    There is not a standard report for that statistic.

     

    You will need to create a custom report using the API, not sure exactly which metric (probably tAbandon, maybe tSegmentDuration to see how long between call entering the IVR and Abandon...):

     

    https://developer.mypurecloud.com/api/rest/v2/analytics/index.html#postAnalyticsConversationsAggregatesQuery



  • 3.  RE: Is there a way to pull a report on the average abandon time for either an interval or a summary for the whole day?

    Posted 05-18-2017 15:07
    No replies, thread closed.

    Would also like to see this added as a standard report.



  • 4.  RE: Is there a way to pull a report on the average abandon time for either an interval or a summary for the whole day?

    Posted 05-18-2017 16:13
    No replies, thread closed.

    Please contact Support to submit an enhancement request, to make sure it gets entered in the tracking system.



  • 5.  RE: Is there a way to pull a report on the average abandon time for either an interval or a summary for the whole day?

    Posted 06-22-2018 12:27
    No replies, thread closed.
    Great news!  We have recently released the Abandon Intervals Metric View that you can access from Performance > Queue Performance menu.  This will allow you to see your abandons in Admin configured buckets of time.  See link below for more information on how to access and set this up!

    Abandon Intervals Metrics view - PureCloud Resource Center
    PureCloud Resource Center remove preview
    Abandon Intervals Metrics view - PureCloud Resource Center
    Use date filters to customize analytics views. Click the icon for a date filter. Click a view option for the chosen date filter. The view displays data for the selected date filter. If the selected date filter includes the current interval, then PureCloud refreshes the view every 30 minutes to get the most up-to-date information.
    View this on PureCloud Resource Center >


    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


Related Content