Genesys Cloud CX

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  • 1.  Multiple service level target in one ACD Queue

    Posted 08-15-2022 01:53
    Hello Team,

    I am looking for the possibility, if we can configure multiple  service level targets and service levels based on service level targets for one ACD queue like below

    Voice interaction

    Voice Queue: A
    Service level target:20  Seconds
    Service level target: 30 Seconds


    Chat Queue: A
    Service level target:20  Seconds
    Service level target: 30 Seconds
    Service level target: 60 Seconds


    Regards,
    #Implementation
    #Reporting/Analytics

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    Naveed Hussain
    NCR Corporation, Dubai Branch
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  • 2.  RE: Multiple service level target in one ACD Queue

    GENESYS
    Posted 08-16-2022 20:36
    Naveed - this is not something we offer natively but may be something an analytics partner in the AppFoundry might be able help with.  If I could ask you to open a new 'analytics' idea in the ideas lab - we could at least look at the idea and see if it gains some traction.

    Thanks,
    Chris

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    Chris Bohlin
    Product Manager - PureCloud
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  • 3.  RE: Multiple service level target in one ACD Queue

    Posted 08-17-2022 15:50
    Yep we use at least one AppFoundry reporting product that can leverage the "abandoned intervals" configured under the Contact Centre\Analytics section which you can then use to build your separate SLAs within that product.

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    Vaun McCarthy
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  • 4.  RE: Multiple service level target in one ACD Queue

    GENESYS
    Posted 08-17-2022 09:08

    You can as long as you are splitting service level targets based on channel. I.e., you can configure a different service level target for email versus chat for the same queue

    Admin / Queues / [queue] / Voice | Chat | Message | Email | Callback



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    Jay Langsford
    VP, R&D
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  • 5.  RE: Multiple service level target in one ACD Queue

    Posted 08-18-2022 00:43
    Thanks, Jay for your reply, however, I am looking for something to get different service level targets on a channel like a voice channel I need below service level targets and service levels

    Voice QueueA=Service level target 20 seconds
    Voice QueueA =Service level target 30 seconds
    Voice QueueA=Service target 40 seconds

    Can we have such an option in pure cloud?

    Regards,
    Naveed Hussain

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    Naveed Hussain
    NCR Corporation, Dubai Branch
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  • 6.  RE: Multiple service level target in one ACD Queue

    GENESYS
    Posted 08-18-2022 07:00
    Ah, tiered service level targets. Yeah, then Chris' reply is more appropriate.

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    Jay Langsford
    VP, R&D
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