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  • 1.  Queues Performance Detail view

    Posted 02-12-2025 10:02

    Hi , 

    I would like to know if someone could explain why in the report Queues Performance Detail the offered column is not equal to the sum of interaction i have in the part contact center\interaction? 

    thanks for helps

    Regards 


    #Reporting/Analytics

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    Eddy Bonnefoy
    Administrateur Telecom
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  • 2.  RE: Queues Performance Detail view

    Posted 02-12-2025 10:47

    Hi Eddy,

    The offered interactions are either answered, abandoned, or flow-out interactions. The other thing to take into account is that an interaction could have been offered in one interval, but not answered, abandoned or flowed-out until the next. e.g. if you are looking at daily offered, did they get answered the following day.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Queues Performance Detail view

    Posted 02-12-2025 11:35

    Hi Samuel , 

    Thanks for your answer. 

    but in the case i have , i did queue performe report for June on one queue and i have 6090 interactions offered but i did an export from interaction report for the same period and i counted interaction(answered, abandonned) and I have 5729 interactions. There is a report or a method to have the interaction flowed-out ?

    Thanks in advance



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    Eddy Bonnefoy
    Administrateur Telecom
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    Original Message


  • 4.  RE: Queues Performance Detail view

    Posted 02-12-2025 11:45

    Hi Eddy, 

    You should be able to add the column Flow-Out on the same report/view.  As per the Queues Performance Detail view available columns definitions:

    Flow-Out

    Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

    Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

    If you still feel that they aren't adding up correctly between the export and the view, then I would raise a case with customer care to investigate the difference. 



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 5.  RE: Queues Performance Detail view
    Best Answer

    Posted 02-13-2025 03:13

    Hi, Eddy!
    I have a few ideas and why these two views are not comparable:
    1. Are you looking at calls and messgae or also emails? 
    For async media types like message and email it can be that they were initially offered before the period in interactions view. 

    This is where it gets confusing because actually interactions view is conversations view. The time and date filter you apply on it looks at first offered date in the thread of emails instead of each individual conversation. 

    2. Do you have transfers in your organisation? if so in queue performance you will see each individual interaction counted, however in interactions view each row represents a conversation. So if transfer to another queue happened a queue performance view will count 2, but interactions view will have one row summarising entire conversation. 

    What you can do about it - use more detailed metrics from interactions performance like queue segment, talk segment and similar. But also try to understand why you need to compare these two, what is the business question that you are trying to answer :)



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    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
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    Original Message


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