Genesys Cloud - Main

Hi,

I have a customer who is trying to assemble Year-To-Date metrics for their call center, but unfortunately this is more data than Genesys can export in a single hit for analysis. (They need to aggregate across multiple queues.) The customer is therefore having to export the data in batches and then analyze it manually.

In a test with one queue, when calculating ASA, they can't get numbers to match up. All other metrics match using these calculations:

They're using "total wait/total answer".

Genesys shows the calculation as "total answer/answer count" however those are not selectable metrics

Can anyone provide clarification on the exact metrics being used and how we can replicate them externally?

TIA

Hi Paul,

Total Wait also includes abandoned and flow out calls.

You should get ASA if you deduct Total Abandon from Total Wait before you divide it with Answered.

Hi,

I have a customer who is trying to assemble Year-To-Date metrics for their call center, but unfortunately this is more data than Genesys can export in a single hit for analysis. (They need to aggregate across multiple queues.) The customer is therefore having to export the data in batches and then analyze it manually.

In a test with one queue, when calculating ASA, they can't get numbers to match up. All other metrics match using these calculations:

They're using "total wait/total answer".

Genesys shows the calculation as "total answer/answer count" however those are not selectable metrics

Can anyone provide clarification on the exact metrics being used and how we can replicate them externally?

TIA