Genesys Cloud - Main

Hello, 

Trying to get a better understanding of Answer % on the Queue Performance page. I've done some research and found information about "Answered" but the definition seems to be geared more towards an agent metric not the Queue level. https://help.mypurecloud.com/glossary/answered/

What is the Answer number made up of? 



Thanks!

------------------------------
Patrick Orsborn
Blucora, Inc.
------------------------------

See the Metric Definitions under Available Metrics on this page:

https://help.mypurecloud.com/articles/queues-performance-summary-view/

Answer %

The percentage of offered interactions that an agent answered.  Calculated by:  (Answered / Offered) * 100

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 09-26-2018 17:11
From: Patrick Orsborn
Subject: Queues Performance Answer %

Hello,

Trying to get a better understanding of Answer % on the Queue Performance page. I've done some research and found information about "Answered" but the definition seems to be geared more towards an agent metric not the Queue level. https://help.mypurecloud.com/glossary/answered/

What is the Answer number made up of?



Thanks!

------------------------------
Patrick Orsborn
Blucora, Inc.
------------------------------

Thank you George! That link is a good resource. 

Looking at the definition of Answered, it states that "Answered increments when the agent is the first to connect to the interaction". Does that simply mean a call coming into queue 1 is answered by a queue 1 agent first? 

Along those same lines, wouldn't Answered, Abandoned, Flow outs= Offered? 

Using the example in my OP: 
Answered + Abandoned + Flow Outs= 774
Offered= 781
7 call discrepancy

What about call backs? I show a 2 call discrepancy in this example. 


------------------------------
Patrick Orsborn
Blucora, Inc.
------------------------------

Original Message:
Sent: 09-26-2018 18:23
From: George Ganahl
Subject: Queues Performance Answer %

See the Metric Definitions under Available Metrics on this page:

https://help.mypurecloud.com/articles/queues-performance-summary-view/

Answer %

The percentage of offered interactions that an agent answered.  Calculated by:  (Answered / Offered) * 100

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-26-2018 17:11
From: Patrick Orsborn
Subject: Queues Performance Answer %

Hello,

Trying to get a better understanding of Answer % on the Queue Performance page. I've done some research and found information about "Answered" but the definition seems to be geared more towards an agent metric not the Queue level. https://help.mypurecloud.com/glossary/answered/

What is the Answer number made up of?



Thanks!

------------------------------
Patrick Orsborn
Blucora, Inc.
------------------------------

That's where it gets a little fuzzy...

An Abandon can happen while the call is in queue, so it may never get Offered. 

An Offer may occur, and if the Agent doesn't answer the Agent gets set to Not Responding and the call rolls back into queue to be Offered to another Agent.

An Offer such as above may occur during one time period, maybe right at the end of the period, and the second Offer in another time period, so the Answer could be in a different time period than the original offer and not be counted in the particular view you are looking at (or for the % Answered calculation).

So...that set of numbers rarely equals out.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 09-27-2018 08:40
From: Patrick Orsborn
Subject: Queues Performance Answer %

Thank you George! That link is a good resource.

Looking at the definition of Answered, it states that "Answered increments when the agent is the first to connect to the interaction". Does that simply mean a call coming into queue 1 is answered by a queue 1 agent first?

Along those same lines, wouldn't Answered, Abandoned, Flow outs= Offered?

Using the example in my OP:
Answered + Abandoned + Flow Outs= 774
Offered= 781
7 call discrepancy

What about call backs? I show a 2 call discrepancy in this example.


------------------------------
Patrick Orsborn
Blucora, Inc.

Original Message:
Sent: 09-26-2018 18:23
From: George Ganahl
Subject: Queues Performance Answer %

See the Metric Definitions under Available Metrics on this page:

https://help.mypurecloud.com/articles/queues-performance-summary-view/

Answer %

The percentage of offered interactions that an agent answered.  Calculated by:  (Answered / Offered) * 100

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-26-2018 17:11
From: Patrick Orsborn
Subject: Queues Performance Answer %

Hello,

Trying to get a better understanding of Answer % on the Queue Performance page. I've done some research and found information about "Answered" but the definition seems to be geared more towards an agent metric not the Queue level. https://help.mypurecloud.com/glossary/answered/

What is the Answer number made up of?



Thanks!

------------------------------
Patrick Orsborn
Blucora, Inc.
------------------------------

Here's an official page on it as well:

https://help.mypurecloud.com/faq/offered-metric-not-always-equal-answered-plus-abandoned-metrics/

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 09-27-2018 09:21
From: George Ganahl
Subject: Queues Performance Answer %

That's where it gets a little fuzzy...

An Abandon can happen while the call is in queue, so it may never get Offered.

An Offer may occur, and if the Agent doesn't answer the Agent gets set to Not Responding and the call rolls back into queue to be Offered to another Agent.

An Offer such as above may occur during one time period, maybe right at the end of the period, and the second Offer in another time period, so the Answer could be in a different time period than the original offer and not be counted in the particular view you are looking at (or for the % Answered calculation).

So...that set of numbers rarely equals out.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-27-2018 08:40
From: Patrick Orsborn
Subject: Queues Performance Answer %

Thank you George! That link is a good resource.

Looking at the definition of Answered, it states that "Answered increments when the agent is the first to connect to the interaction". Does that simply mean a call coming into queue 1 is answered by a queue 1 agent first?

Along those same lines, wouldn't Answered, Abandoned, Flow outs= Offered?

Using the example in my OP:
Answered + Abandoned + Flow Outs= 774
Offered= 781
7 call discrepancy

What about call backs? I show a 2 call discrepancy in this example.


------------------------------
Patrick Orsborn
Blucora, Inc.

Original Message:
Sent: 09-26-2018 18:23
From: George Ganahl
Subject: Queues Performance Answer %

See the Metric Definitions under Available Metrics on this page:

https://help.mypurecloud.com/articles/queues-performance-summary-view/

Answer %

The percentage of offered interactions that an agent answered.  Calculated by:  (Answered / Offered) * 100

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-26-2018 17:11
From: Patrick Orsborn
Subject: Queues Performance Answer %

Hello,

Trying to get a better understanding of Answer % on the Queue Performance page. I've done some research and found information about "Answered" but the definition seems to be geared more towards an agent metric not the Queue level. https://help.mypurecloud.com/glossary/answered/

What is the Answer number made up of?



Thanks!

------------------------------
Patrick Orsborn
Blucora, Inc.
------------------------------

Thanks George! This explanation was helpful!

------------------------------
Patrick Orsborn
Blucora, Inc.
------------------------------

Original Message:
Sent: 09-27-2018 09:21
From: George Ganahl
Subject: Queues Performance Answer %

That's where it gets a little fuzzy...

An Abandon can happen while the call is in queue, so it may never get Offered.

An Offer may occur, and if the Agent doesn't answer the Agent gets set to Not Responding and the call rolls back into queue to be Offered to another Agent.

An Offer such as above may occur during one time period, maybe right at the end of the period, and the second Offer in another time period, so the Answer could be in a different time period than the original offer and not be counted in the particular view you are looking at (or for the % Answered calculation).

So...that set of numbers rarely equals out.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-27-2018 08:40
From: Patrick Orsborn
Subject: Queues Performance Answer %

Thank you George! That link is a good resource.

Looking at the definition of Answered, it states that "Answered increments when the agent is the first to connect to the interaction". Does that simply mean a call coming into queue 1 is answered by a queue 1 agent first?

Along those same lines, wouldn't Answered, Abandoned, Flow outs= Offered?

Using the example in my OP:
Answered + Abandoned + Flow Outs= 774
Offered= 781
7 call discrepancy

What about call backs? I show a 2 call discrepancy in this example.


------------------------------
Patrick Orsborn
Blucora, Inc.

Original Message:
Sent: 09-26-2018 18:23
From: George Ganahl
Subject: Queues Performance Answer %

See the Metric Definitions under Available Metrics on this page:

https://help.mypurecloud.com/articles/queues-performance-summary-view/

Answer %

The percentage of offered interactions that an agent answered.  Calculated by:  (Answered / Offered) * 100

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-26-2018 17:11
From: Patrick Orsborn
Subject: Queues Performance Answer %

Hello,

Trying to get a better understanding of Answer % on the Queue Performance page. I've done some research and found information about "Answered" but the definition seems to be geared more towards an agent metric not the Queue level. https://help.mypurecloud.com/glossary/answered/

What is the Answer number made up of?



Thanks!

------------------------------
Patrick Orsborn
Blucora, Inc.
------------------------------

Hi Patrick,
I was going to offer some answers, but it looks like George beat me too it :) 

I do have one tip that might make it easier to find metrics definitions or help for the view related to the page your looking at in PureCloud. To open the related page, click the ? in the bottom left corner of PureCloud. If you're looking at a performance view, the Resource Center article should have the metrics included on the page in the metric definitions section. These are better to use than the generic glossary terms, since they are specific to the view.

------------------------------
Jordan Robinson-Rucker
PureCloud Technical Writer
Genesys - Employees
------------------------------

Original Message:
Sent: 09-27-2018 08:40
From: Patrick Orsborn
Subject: Queues Performance Answer %

Thank you George! That link is a good resource.

Looking at the definition of Answered, it states that "Answered increments when the agent is the first to connect to the interaction". Does that simply mean a call coming into queue 1 is answered by a queue 1 agent first?

Along those same lines, wouldn't Answered, Abandoned, Flow outs= Offered?

Using the example in my OP:
Answered + Abandoned + Flow Outs= 774
Offered= 781
7 call discrepancy

What about call backs? I show a 2 call discrepancy in this example.


------------------------------
Patrick Orsborn
Blucora, Inc.

Original Message:
Sent: 09-26-2018 18:23
From: George Ganahl
Subject: Queues Performance Answer %

See the Metric Definitions under Available Metrics on this page:

https://help.mypurecloud.com/articles/queues-performance-summary-view/

Answer %

The percentage of offered interactions that an agent answered.  Calculated by:  (Answered / Offered) * 100

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-26-2018 17:11
From: Patrick Orsborn
Subject: Queues Performance Answer %

Hello,

Trying to get a better understanding of Answer % on the Queue Performance page. I've done some research and found information about "Answered" but the definition seems to be geared more towards an agent metric not the Queue level. https://help.mypurecloud.com/glossary/answered/

What is the Answer number made up of?



Thanks!

------------------------------
Patrick Orsborn
Blucora, Inc.
------------------------------

Thanks for the tip Jordan!

------------------------------
Patrick Orsborn
Blucora, Inc.
------------------------------

Original Message:
Sent: 09-27-2018 10:37
From: Jordan Robinson-Rucker
Subject: Queues Performance Answer %

Hi Patrick,
I was going to offer some answers, but it looks like George beat me too it :)

I do have one tip that might make it easier to find metrics definitions or help for the view related to the page your looking at in PureCloud. To open the related page, click the ? in the bottom left corner of PureCloud. If you're looking at a performance view, the Resource Center article should have the metrics included on the page in the metric definitions section. These are better to use than the generic glossary terms, since they are specific to the view.

------------------------------
Jordan Robinson-Rucker
PureCloud Technical Writer
Genesys - Employees

Original Message:
Sent: 09-27-2018 08:40
From: Patrick Orsborn
Subject: Queues Performance Answer %

Thank you George! That link is a good resource.

Looking at the definition of Answered, it states that "Answered increments when the agent is the first to connect to the interaction". Does that simply mean a call coming into queue 1 is answered by a queue 1 agent first?

Along those same lines, wouldn't Answered, Abandoned, Flow outs= Offered?

Using the example in my OP:
Answered + Abandoned + Flow Outs= 774
Offered= 781
7 call discrepancy

What about call backs? I show a 2 call discrepancy in this example.


------------------------------
Patrick Orsborn
Blucora, Inc.

Original Message:
Sent: 09-26-2018 18:23
From: George Ganahl
Subject: Queues Performance Answer %

See the Metric Definitions under Available Metrics on this page:

https://help.mypurecloud.com/articles/queues-performance-summary-view/

Answer %

The percentage of offered interactions that an agent answered.  Calculated by:  (Answered / Offered) * 100

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 09-26-2018 17:11
From: Patrick Orsborn
Subject: Queues Performance Answer %

Hello,

Trying to get a better understanding of Answer % on the Queue Performance page. I've done some research and found information about "Answered" but the definition seems to be geared more towards an agent metric not the Queue level. https://help.mypurecloud.com/glossary/answered/

What is the Answer number made up of?



Thanks!

------------------------------
Patrick Orsborn
Blucora, Inc.
------------------------------