Genesys Cloud CX

 View Only
Discussion Thread View
Expand all | Collapse all

Reporting on 'unique' conversations (Offered, Answered, etc), particularly for web messaging

  • 1.  Reporting on 'unique' conversations (Offered, Answered, etc), particularly for web messaging

    Top 25 Contributor
    Posted 07-05-2022 02:56

    Hi All,

    Just wondering what you're doing for reporting and analytics on 'unique' conversations (metrics like Offered, Answered, etc) - particulary on web messaging interactions that can present back to an agent multiple times.

    So for example:

    Say I have 1 customer on Web Messaging ask a question and it's routed to an agent and they respond. No response received immediately from the customer, so the interaction is disconnected. The customer then replies, which routes gain to an agent.

    In the standard Queue Performance  reporting - this would counts as '2' Offered for the day. However in reality, it's only 1 conversation (and was just a continuation of the previous conversation).

    Is there a metric that would show this as '1' unique conversation that was just handled twice?

    The only thing I can think of is to actually pull the individual conversations for the day, and count the unique conversation ID's.

    Cheers,


    #DigitalChannels
    #Reporting/Analytics

    ------------------------------
    Jeff
    ------------------------------


  • 2.  RE: Reporting on 'unique' conversations (Offered, Answered, etc), particularly for web messaging

    GENESYS
    Posted 07-07-2022 10:56
    Hello Jeff,

    There isn't a UI tool specifically out of the box that will filter out conversations that have multiple and only count them once if that is the case.  The API itself can count by conversationID which could be used to derive your own custom count if an individual conversation's count was higher than 1 if you wanted to pursue the custom route.  We can explore the feasibility of having this in the product by starting with an ideas page to explain the feature you're looking for.  https://genesyscloud.ideas.aha.io/ideas  I would be interested in what metrics you're looking to filter and what business goals you have in mind for that data.

    ------------------------------
    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
    ------------------------------