Thank you so much. This does help. So really we should focus on the interacting and Idle and Not Responding to get clear pic and then take into account that OnQueue may also include a few minutes of other things.
Alcatel-Lucent USA Inc.
Original Message:
Sent: 03-06-2023 15:07
From: Maisey Harris
Subject: Reporting - how #'s are rolled up
Hi Shirley,
On Queue is "The time spent in the On Queue status for the specified period." which really just means the amount of time the user has their On Queue toggle flipped to "On Queue". It's not the sum of any other columns. One of the reasons this may not be the same as Interacting + Idle + Not Responding is that it's possible to be Interacting and then go Off Queue while still interacting; in this case, the agent continues to increment Interacting time but no longer increments On Queue time. Hope that helps!
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Maisey Harris
Senior Development Group Manager, Analytics UI & Reporting
Genesys
Original Message:
Sent: 03-06-2023 08:52
From: Shirley Harbers
Subject: Reporting - how #'s are rolled up
Hi Tracy
Yes - That math all lines up. I've pretty well downloaded all columns in my exercise.
If onqueue =
The On Queue status indicates that the user is logged in and ready to accept routed (ACD) interactions |
If I add up my off queue (busy, meal, break, meeting, available) and subtract from Total Logged in I get a value for OnQueue - which above you say = Interacting + Idle + Non Responding. The math does NOT add up - not out by much and sometimes a little over but am I missing a column (I don't think so).
We just want the #'s to add up for when we explain to the managers.
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Shirley Harbers
Alcatel-Lucent USA Inc.
Original Message:
Sent: 03-06-2023 08:08
From: Tracy Vickers
Subject: Reporting - how #'s are rolled up
The ON Queue and Off Queue add up to the Logged in
You can get an explanation of each column here - expand available columns to view them.
Hope that helps.
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Tracy
Genesys
Original Message:
Sent: 03-06-2023 07:34
From: Shirley Harbers
Subject: Reporting - how #'s are rolled up
see attached
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Shirley Harbers
Alcatel-Lucent USA Inc.
Original Message:
Sent: 03-06-2023 07:32
From: Shirley Harbers
Subject: Reporting - how #'s are rolled up
H there
I took the Interacting and Idle and Not responding. Now I have changed all those columns into minutes. #'s are close buy you know FP. The Off Queue #'s
shirley
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Shirley Harbers
Alcatel-Lucent USA Inc.
Original Message:
Sent: 03-06-2023 07:26
From: Tracy Vickers
Subject: Reporting - how #'s are rolled up
No I was just suggesting :-)
What 3 are you adding together?
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Tracy
Genesys
Original Message:
Sent: 03-06-2023 07:19
From: Shirley Harbers
Subject: Reporting - how #'s are rolled up
Thanks Tracy
So in my example below If I add the 3 columns the math doesn't add up. Are you saying that I actually have to do it via percentages now?
Shirley
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Shirley Harbers
Alcatel-Lucent USA Inc.
Original Message:
Sent: 03-06-2023 05:56
From: Tracy Vickers
Subject: Reporting - how #'s are rolled up
Hi Shirley,
The On Queue status indicates the amount of time (hours, minutes, and seconds) and the percentage of time that an agent spent on queue (for example, in the Interacting, Idle, and Not Responding statuses).
You could add the % of on queue and off queue to check the numbers add up (click on the + icon to pick columns)
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Tracy
Genesys
Original Message:
Sent: 03-03-2023 09:02
From: Shirley Harbers
Subject: Reporting - how #'s are rolled up
Hi Everyone
So I have the first Agent Status Report for one month. Everything looks good however my director has asked some questions with what "math" is in some categories. I have all the definitions as well.
We what we know:
Logged in = On Queue + Off Queue (Lines up)
Off Queue = Total of Available, busy, away, break, meal, system away, training, meeting training (all lines up with report)
ON Queue = WHAT - would include that include (see attached) Interacting + ???? For one agent I have . Can't get the math to work - Am I missing a field in my report?
So close :)
Thanks as always
Shirley
#WorkforceManagement
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Shirley Harbers
Alcatel-Lucent USA Inc.
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