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  • 1.  Total Interruptions for Agents

    Posted 06-16-2025 08:46
    No replies, thread closed.

    Does anyone know if there is a way to see how many interruptions an agent had?

    We have agents who handle emails get interrupted by phone calls. We are trying to get data for the volume of interruptions for agents to more accurately see how often this is occurring. Is there a way to pull this data from one of the views or is there an API to use?


    #Metrics

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    Britney Springer
    Tech Support Analyst
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  • 2.  RE: Total Interruptions for Agents
    Best Answer

    Posted 06-16-2025 10:09
    No replies, thread closed.

    Hi Britney,

    I don't think there is a specific metric for the interruptions due to utilization.  I would recommend raising an Idea on the Genesys Cloud Ideas Lab



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Total Interruptions for Agents

    Posted 06-17-2025 09:41
    No replies, thread closed.

    Hi Britney - apologies for the sales-like approach here, but SuccessKPI has built a couple different reports to identify utilization-based interruptions for a couple other customers.  If you are interested in learning more, feel free to reach out directly and I can connect you with one of our account reps to discuss it and show you what we've got.

    Thanks!



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    Chris Bohlin
    SuccessKPI
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    Original Message


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