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  • 1.  Time actually spent by the customer in conversation (excluding time spent in consultation )

    Posted 10-13-2023 03:31
    No replies, thread closed.

    Hi

    In the interaction view...
    Is there any way to know how long it took for a customer to connect with the first agent and complete the call" minus "time the agent spent consulting with other agents"?
     
    When I check the timeline of calls where an agent was consulted, it seems that even if the customer was put on hold during that time, it is recorded as an "interact" and not as a "hold".
    So, even if I have kept a customer waiting for a long time during that time, I don't seem to be able to find out about it...
     
    Please let me know if there is a better way.
    Thank you.

    #Reporting/Analytics


  • 2.  RE: Time actually spent by the customer in conversation (excluding time spent in consultation )

    Posted 10-15-2023 22:59
    No replies, thread closed.

    From what I read and remember, Total Talk will give the total of Interacting time minus the hold time.  The other option is to calculate the participant talk time minus the consult participant time.  The new custom calculations will allow you to do this in the interface.  



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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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  • 3.  RE: Time actually spent by the customer in conversation (excluding time spent in consultation )

    Posted 10-17-2023 02:11
    Edited by Haruka Oono 10-17-2023 02:35
    No replies, thread closed.
    Hi, Robert
     
    Yes, the Total Talk subtracts the time in Hold, but unfortunately, as you can see in the image, the Hold during the consultation is not included in the Total Hold...
    Excuse my ignorance, but how can I try "The new custom calculations"?
     
    Thank you.
    oono


    Original Message


  • 4.  RE: Time actually spent by the customer in conversation (excluding time spent in consultation )

    Posted 10-18-2023 10:13
    No replies, thread closed.

    We do not currently have a metric that tracks hold time on the customer session.  We have an idea that I'm heavily interested in roadmapping, but currently hasn't been able to be prioritized into the immediate roadmap.  https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1266

    Regarding custom calculations, that feature is under development.  https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1020  Custom calculations is a UI feature that will add the ability to apply mathematical formulas to a custom column in the performance views based on existing metrics.  It looks like you already suspected this, custom calculations alone would not solve your issue since consult time and customer hold time is not an existing metric where you could derive this off a custom column in the performance views.

    The feature for ANLS-1266 would solve your issue once we're able to carve out space with our dev teams to build in this functionality.



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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    Original Message


  • 5.  RE: Time actually spent by the customer in conversation (excluding time spent in consultation )

    Posted 10-18-2023 22:02
    No replies, thread closed.
    Hi, Ryan
     
    Thank you for sharing.
    I immediately voted for those ideas.
     
    I believe that this is not a small issue for companies like our client, where analysis is an important consideration when looking to implement a system.
     
    Also, thanks for letting me know about the custom calculations.
    I'm looking forward to being able to use this feature.
     
    Thank you.



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    Oono
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    Original Message


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