Genesys Cloud - Main

Hi,

We are trying to determine how many calls are being offered to each of our agents but not responding (missed offered calls) on a daily basis. Our agents only interact through voice. So for an incoming call, sometimes 2 or 3 agents miss an offered call before the 3rd or 4th agent picks up the call.  

I don't see a report for "missed offered calls" per agent. It seems the only way we can generate a report is by manually going to every interaction timeline and determining whether or not an agent (sometimes multiple agents) missed picking up calls during the day. 

Can someone help us on this?

Thank you.

#Reporting/Analytics

------------------------------
Marc Moynan
Canadian Dealer Lease Services Inc
------------------------------

Hey Marc, 

While I don't think there is a report spe4sifically built for that, there are a number of ways that we look into this in our CC. 

#1 we run the agent activity summary report, there is a not responding section, and this will give you a total time spend "not responding" as well as a percentage of their logged in time they were on this. - A good indicator as ultimately this should be 0% 0 <g class="gr_ gr_402 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar multiReplace" id="402" data-gr-id="402">time</g> in this status. This is agent based. 
#2 We use <g class="gr_ gr_509 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="509" data-gr-id="509">pureinsights</g> to find calls that have an alert time over <g class="gr_ gr_1039 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins replaceWithoutSep" id="1039" data-gr-id="1039">30s</g> (As this is the time when it will go to another agent based on them not answering) - You can easily work out how many times it's been bounced from the alert time. (You can also see this in the interaction view but in my opinion easier to pull the lot.)

Now, it's not ideal to pull these things, so the not-responding metric is a KPI for my agents and if it's over 1.5% of their day they are audited and are required to bring it under 1% <g class="gr_ gr_1501 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling only-del replaceWithoutSep" id="1501" data-gr-id="1501">etc etc</g>.

------------------------------
Lawrence Drayton
OVO Mobile (My Mobile Data)
------------------------------

Original Message:
Sent: 12-17-2018 09:12
From: Marc Moynan
Subject: % of offered interactions not answered by agent

Hi,

We are trying to determine how many calls are being offered to each of our agents but not responding (missed offered calls) on a daily basis. Our agents only interact through voice. So for an incoming call, sometimes 2 or 3 agents miss an offered call before the 3rd or 4th agent picks up the call.

I don't see a report for "missed offered calls" per agent. It seems the only way we can generate a report is by manually going to every interaction timeline and determining whether or not an agent (sometimes multiple agents) missed picking up calls during the day.

Can someone help us on this?

Thank you.

#Reporting/Analytics

------------------------------
Marc Moynan
Canadian Dealer Lease Services Inc
------------------------------

Thanks for your time and suggestions! - Marc

------------------------------
Marc Moynan
Canadian Dealer Lease Services Inc
------------------------------

Original Message:
Sent: 12-18-2018 00:04
From: Lawrence Drayton
Subject: % of offered interactions not answered by agent

Hey Marc,

While I don't think there is a report spe4sifically built for that, there are a number of ways that we look into this in our CC.

#1 we run the agent activity summary report, there is a not responding section, and this will give you a total time spend "not responding" as well as a percentage of their logged in time they were on this. - A good indicator as ultimately this should be 0% 0 <g class="gr_ gr_402 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar multiReplace" id="402" data-gr-id="402">time</g> in this status. This is agent based.
#2 We use <g class="gr_ gr_509 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="509" data-gr-id="509">pureinsights</g> to find calls that have an alert time over <g class="gr_ gr_1039 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins replaceWithoutSep" id="1039" data-gr-id="1039">30s</g> (As this is the time when it will go to another agent based on them not answering) - You can easily work out how many times it's been bounced from the alert time. (You can also see this in the interaction view but in my opinion easier to pull the lot.)

Now, it's not ideal to pull these things, so the not-responding metric is a KPI for my agents and if it's over 1.5% of their day they are audited and are required to bring it under 1% <g class="gr_ gr_1501 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling only-del replaceWithoutSep" id="1501" data-gr-id="1501">etc etc</g>.

------------------------------
Lawrence Drayton
OVO Mobile (My Mobile Data)

Original Message:
Sent: 12-17-2018 09:12
From: Marc Moynan
Subject: % of offered interactions not answered by agent

Hi,

We are trying to determine how many calls are being offered to each of our agents but not responding (missed offered calls) on a daily basis. Our agents only interact through voice. So for an incoming call, sometimes 2 or 3 agents miss an offered call before the 3rd or 4th agent picks up the call.

I don't see a report for "missed offered calls" per agent. It seems the only way we can generate a report is by manually going to every interaction timeline and determining whether or not an agent (sometimes multiple agents) missed picking up calls during the day.

Can someone help us on this?

Thank you.

#Reporting/Analytics

------------------------------
Marc Moynan
Canadian Dealer Lease Services Inc
------------------------------

Hi Marc,

We don't have a percentage of calls that an agent missed, but in the agent performance views (Performance > Agents), we have a configurable column called "Alert - No Answer", which represents the number of times an agent was alerted, didn't answer, and the conversation went elsewhere because they went not responding. I hope that helps. Let me know if you have any other questions.

------------------------------
Maisey Harris
Team Lead, Sr. Software Engineer, Analytics UI
Genesys
------------------------------

Original Message:
Sent: 12-17-2018 09:12
From: Marc Moynan
Subject: % of offered interactions not answered by agent

Hi,

We are trying to determine how many calls are being offered to each of our agents but not responding (missed offered calls) on a daily basis. Our agents only interact through voice. So for an incoming call, sometimes 2 or 3 agents miss an offered call before the 3rd or 4th agent picks up the call.

I don't see a report for "missed offered calls" per agent. It seems the only way we can generate a report is by manually going to every interaction timeline and determining whether or not an agent (sometimes multiple agents) missed picking up calls during the day.

Can someone help us on this?

Thank you.

#Reporting/Analytics

------------------------------
Marc Moynan
Canadian Dealer Lease Services Inc
------------------------------

Also, you can export that view to .csv, which allows you to easily manipulate the Alert and Alert - No Answer values to come up with the percentage you want for a given time period.

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 12-18-2018 09:04
From: maisey harris
Subject: % of offered interactions not answered by agent

Hi Marc,

We don't have a percentage of calls that an agent missed, but in the agent performance views (Performance > Agents), we have a configurable column called "Alert - No Answer", which represents the number of times an agent was alerted, didn't answer, and the conversation went elsewhere because they went not responding. I hope that helps. Let me know if you have any other questions.

------------------------------
Maisey Harris
Team Lead, Sr. Software Engineer, Analytics UI
Genesys

Original Message:
Sent: 12-17-2018 09:12
From: Marc Moynan
Subject: % of offered interactions not answered by agent

Hi,

We are trying to determine how many calls are being offered to each of our agents but not responding (missed offered calls) on a daily basis. Our agents only interact through voice. So for an incoming call, sometimes 2 or 3 agents miss an offered call before the 3rd or 4th agent picks up the call.

I don't see a report for "missed offered calls" per agent. It seems the only way we can generate a report is by manually going to every interaction timeline and determining whether or not an agent (sometimes multiple agents) missed picking up calls during the day.

Can someone help us on this?

Thank you.

#Reporting/Analytics

------------------------------
Marc Moynan
Canadian Dealer Lease Services Inc
------------------------------

Thank you,

Marc

------------------------------
Marc Moynan
Canadian Dealer Lease Services Inc
------------------------------

Original Message:
Sent: 12-18-2018 09:04
From: maisey harris
Subject: % of offered interactions not answered by agent

Hi Marc,

We don't have a percentage of calls that an agent missed, but in the agent performance views (Performance > Agents), we have a configurable column called "Alert - No Answer", which represents the number of times an agent was alerted, didn't answer, and the conversation went elsewhere because they went not responding. I hope that helps. Let me know if you have any other questions.

------------------------------
Maisey Harris
Team Lead, Sr. Software Engineer, Analytics UI
Genesys

Original Message:
Sent: 12-17-2018 09:12
From: Marc Moynan
Subject: % of offered interactions not answered by agent

Hi,

We are trying to determine how many calls are being offered to each of our agents but not responding (missed offered calls) on a daily basis. Our agents only interact through voice. So for an incoming call, sometimes 2 or 3 agents miss an offered call before the 3rd or 4th agent picks up the call.

I don't see a report for "missed offered calls" per agent. It seems the only way we can generate a report is by manually going to every interaction timeline and determining whether or not an agent (sometimes multiple agents) missed picking up calls during the day.

Can someone help us on this?

Thank you.

#Reporting/Analytics

------------------------------
Marc Moynan
Canadian Dealer Lease Services Inc
------------------------------