Genesys Cloud - Main

In our business, we have a 48 hour SLA for our emails. 
I am looking to report on the number of outstanding emails that arrived in the queue on a particular day. 
For example, we had 800 emails offered on the 20th and would like to see today (22nd) how many of those emails that arrived on the 20th are still yet to be completed. 

Initially, I thought just to export from the interactions view, all the emails that were not completed from that day however the export seems to treat replies from the customer as the same conversation. For example, an email is received on the 20th, the agent responds on the 21st and then the customer replies on the 22nd. If I were to export today all the unanswered on the 20th, this interaction would be included. 

Is there a filter or a better report to get the correct numbers of emails waiting by when they first arrived in the queue? 
I've tried using the api/v2/analytics/conversations/details/query API but ran into the same issue.

#DigitalChannels
#Reporting/Analytics

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Tony Nguyen
Smartgroup
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I don't know historically if you would be able to see that.  You can see presently if an Email has ended or not, but once it does, that will not show the hold-over between the days.  Best I can think of is to show a duration over 8/10 hours to try to catch ones that were not answered in the same day.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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I don't know if this would help you at all or if it would even work - may well just be my tired brain today. But maybe a partial approach here is to leverage the External Tag field.  For each inbound email when it passes through the flow, have it update the External Tag field with the current datestamp.  You could then use that in your filters, so you'd be able to see at somewhat of a quick glance those emails where the chain started on X date and while not fully what you're after, the "last" inbound date from the customer.

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Vaun McCarthy
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Thank you, Robert and Vaun, for your suggestions. I believe both options could potentially be effective and beneficial for those facing similar issues.

After realizing that the default reporting system would not be sufficient or would require additional data exports, we have decided to make changes to our email queues.

For those who are interested, we have implemented three separate queues, each representing a different day (e.g., Day 1, Day 2, Day 3). Emails will initially enter Day 1 and will move to the next queue every 24 hours, but only on weekdays.

Day 1 will be used to track the total number of emails received, Day 2 will monitor the number of unanswered emails from the previous day, and Day 3 will indicate emails that have exceeded the SLA (Service Level Agreement). This system is still a work in progress, but it appears to be providing the necessary data thus far.

 

 

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Tony Nguyen
Smartgroup
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Smart but cumbersome.  @Jody Nabuurs, can you take a look at this and see if you can make a suggestion or create an idea that would fit this as I am not even sure how to describe this in an idea that would make sense to development.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 03-15-2024 00:51
From: Tony Nguyen
Subject: Report on amount of Emails that has yet to be completed for a particular day

Thank you, Robert and Vaun, for your suggestions. I believe both options could potentially be effective and beneficial for those facing similar issues.

After realizing that the default reporting system would not be sufficient or would require additional data exports, we have decided to make changes to our email queues.

For those who are interested, we have implemented three separate queues, each representing a different day (e.g., Day 1, Day 2, Day 3). Emails will initially enter Day 1 and will move to the next queue every 24 hours, but only on weekdays.

Day 1 will be used to track the total number of emails received, Day 2 will monitor the number of unanswered emails from the previous day, and Day 3 will indicate emails that have exceeded the SLA (Service Level Agreement). This system is still a work in progress, but it appears to be providing the necessary data thus far.

 

 

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Tony Nguyen
Smartgroup
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Hi Rob, this email reporting is still a bit of a pain, there is an idea logged that speaks to half the issue: https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1943
Would be great if this use case could be looked at along with the idea scope.
Can't you pull some Genesys celeb strings on this? :)

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Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
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Original Message:
Sent: 03-16-2024 21:26
From: Robert Wakefield-Carl
Subject: Report on amount of Emails that has yet to be completed for a particular day

Smart but cumbersome.  @Jody Nabuurs, can you take a look at this and see if you can make a suggestion or create an idea that would fit this as I am not even sure how to describe this in an idea that would make sense to development.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------


Original Message:
Sent: 03-15-2024 00:51
From: Tony Nguyen
Subject: Report on amount of Emails that has yet to be completed for a particular day

Thank you, Robert and Vaun, for your suggestions. I believe both options could potentially be effective and beneficial for those facing similar issues.

After realizing that the default reporting system would not be sufficient or would require additional data exports, we have decided to make changes to our email queues.

For those who are interested, we have implemented three separate queues, each representing a different day (e.g., Day 1, Day 2, Day 3). Emails will initially enter Day 1 and will move to the next queue every 24 hours, but only on weekdays.

Day 1 will be used to track the total number of emails received, Day 2 will monitor the number of unanswered emails from the previous day, and Day 3 will indicate emails that have exceeded the SLA (Service Level Agreement). This system is still a work in progress, but it appears to be providing the necessary data thus far.

 

 

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Tony Nguyen
Smartgroup