@Cameron Tomlin, thank you. That is super helpful. I've been working with Genesys full-time for over five years and I've run into the issue with metrics and interval spanning before, but I hadn't seen it with the Offer & Answer metrics not matching up, specifically.
For some reason, way back when, I had associated the definition of Offer with the interaction actually being "offered/delivered" to an agent to work, and not with it just going into the queue at all.
Kudos on being a part of today's "The More You Know" moment. Cheers.
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Patrick Rohlf
Contact Center Technologies Implementation Engineer
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Original Message:
Sent: 12-13-2024 10:35
From: Cameron Tomlin
Subject: Message Metrics: Answer Value Greater Than Offer Value
Hello Patrick,
This could be for a number of reasons. But generally, Genesys Cloud tracks metric statistics in 30-minute intervals. An interaction could span multiple intervals. If an interaction enters a queue in one interval but is not answered or abandoned until the next interval, then Genesys Cloud counts the interaction as Offered in one interval and as Answered or Abandoned in the next interval.
If you need a deeper dive into why this is happening I would work with your admin to get a Case opened with our Reporting/Analytics Team as they will be able to dig in more into your environment, at least more so than we can do in a public forum.
Hope this helps!
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 12-11-2024 13:35
From: Patrick Rohlf
Subject: Message Metrics: Answer Value Greater Than Offer Value
We have a situation where the Answer value is greater than the Offer value for Media Type = Message. Note: The query interval is set for 'Yesterday'. And this is not happening for any other Media Type other than Message. Even Chats are not showing this behavior in the metrics.
I've searched through some previous community posts, as well as various Resource Center articles to no avail.
Does anyone know what would cause this to happen?
#Reporting/Analytics
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Patrick Rohlf
Contact Center Technologies Implementation Engineer
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