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  • 1.  Metric for Call Interruptions

    Posted 08-30-2021 20:01
    No replies, thread closed.
    Hi All,

    Our call centre has interruption enabled (so when an agent is working on an email, if a queue call comes in it will place the email on hold and distribute the call to the agent), and I have been asked by management to obtain the volume and duration of interruptions for a select number of agents to substantiate the agents claims that the interruptions are severely impacting their email performance.

    Is anyone aware of a way of measuring the volume and duration of inbound queue calls that interrupt an email?  I have had a look through the various metrics and haven't been able to find anything.  I have worked around it by exporting individual segments of each interaction via our api reporting tool, and running some formulas in excel, however this is not capturing everything and is a very time consuming activity.
    #Reporting/Analytics

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    Craig Bryant-Lee
    AFSA (Australian Financial Security Authority)
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  • 2.  RE: Metric for Call Interruptions

    Posted 08-31-2021 07:46
    Edited by Taras Buha 08-31-2021 07:49
    No replies, thread closed.
    Hi Craig,

    Very interesting type of report and agree with you its time consuming activity in case doing it manually.

    I see few solutions how to implement own calculation for the interrupt metric, which does not exist by default in Genesys Cloud, it requires development.

    Genesys have "tHeld" and "tHandle" metrics. For the whole day for specified queue and agent
    -To get amount of voice conversations with Conversation Aggregate query metrics "tHandle" and granularity "15 minutes" depending on your average call duration.
    -To get email conversations with Conversation Detail query with segments filters for DisconnectType and SegmentType hold.
    After that you will be able to get the amount of calls interrupted an emails.

    Or to use real time Genesys Cloud Topics for emails and calls and to implement own calculation.

    In Noralogix REPO361 we are doing custom report development and raw data for our clients. Also, we have Noralogix Event Grid for real time reporting.

    You are welcome to contact us.

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    Taras Buha
    taras@noralogix.com
    www.noralogix.com
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