Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Service Level Buckets

    Posted 10-05-2022 12:06

    We would like to see a clearer picture about call wait times by understanding what percentage of calls were offered and handled outside of the service level separated by the below speed to answer intervals. Is there a report in Genesys that would show this type of information?

    I know in analytics we can adjust the abandon buckets but I don't see anything out of the box that I can find for service level. Only ASA which is not breaking it down enough.

    Speed to Answer

    % of offered calls handled

    0-30 seconds

    27.70%

    31-90 seconds

    ?

    91-180 seconds

    ?

    181-360 seconds

    ?

    361-600 seconds

    ?

    601-900 seconds

    ?

    901 seconds +

    ?


    <o:p></o:p>


    #Reporting/Analytics

    ------------------------------
    Judy Heckbert
    NTT Canada
    ------------------------------


  • 2.  RE: Service Level Buckets

    Posted 10-05-2022 14:53
    Nothing natively that I know of Judy, but we are using an AppFoundry partner reporting product that can actually make use of those analytics intervals for reporting answer time as well, not just abandoned.

    ------------------------------
    Vaun McCarthy
    ------------------------------