Genesys Cloud - Main

I have noticed a couple of issue with a new Queue Routing Performance View, released July 15th. 

1. The summary line for the column "Total Answered %" is showing a different number than when expanded vs when collapsed. In the screenshot below, the summary line shows 1% for one of the queues, and when expanded it shows 100%. This applies to all the queues, and the only routing method used for these queues is Standard. Column Transfer % is consistent, and it is showing the same data when collapsed or expanded. Please refer to the screenshot below for the reference (queue names are redacted).  
2. Column Answer is missing from this report, while it is listed in the corresponding article that can be found here

Does anyone else experience the same with this new Performance View? 

#Reporting/Analytics

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Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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Hey Tatjana,

The Total Answered % column at the top level appears to be calculating against the total answered for all queues in the aggregate query not just the individual queue. 
e.g. The top queue in your screenshot has 42 answered and 1% Total Answered, so (with rounding) if you add together all the Answered in the view, it will be in the region 4200. 

With regards to question 2,  this does indeed appear to be missing and would certainly be worthy or raising a case to care, as either the documentation is incorrect or the column is indeed missing

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Sam,

Thank you for your response. Very interesting math, though, and applies only to "Total Answered %" and not to "Voicemail %". 

We'll reach out to care. 

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Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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Original Message:
Sent: 07-25-2024 05:01
From: Samuel Jillard
Subject: Queue Routing Performance View

Hey Tatjana,

The Total Answered % column at the top level appears to be calculating against the total answered for all queues in the aggregate query not just the individual queue. 
e.g. The top queue in your screenshot has 42 answered and 1% Total Answered, so (with rounding) if you add together all the Answered in the view, it will be in the region 4200. 

With regards to question 2,  this does indeed appear to be missing and would certainly be worthy or raising a case to care, as either the documentation is incorrect or the column is indeed missing

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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