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  • 1.  Workspace Queue Performance vs Interactions

    Posted 11-02-2023 15:10
    Edited by Luke Murphy 11-02-2023 15:14
    No replies, thread closed.

    Hi everyone, I am curious if it's possible to compare between the answer % within queue performance workspace on the performance tab, and the interactions workspace for the same queue? I tried checking filters but don't seem to see that, I figured I would ask just out of curiosity if anyone may know a way potentially to do such a request?

    This is the Queue Performance Workspace, seeking the Answer % within Interactions Workspace:

    Thanks!


    #Reporting/Analytics

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    Luke Murphy
    Genesys Cloud Developer
    CCS Medical
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  • 2.  RE: Workspace Queue Performance vs Interactions

    Posted 11-03-2023 09:30
    No replies, thread closed.

    Bump



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    Luke Murphy
    Genesys Cloud Developer
    CCS Medical
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  • 3.  RE: Workspace Queue Performance vs Interactions

    Posted 11-06-2023 10:26
    No replies, thread closed.

    Hi Luke, 

    There are going to be a few differences when comparing the Performance and Interactions tabs for the same Queue.

    • Interval: In the Performance tab Answer will be present for the interval during which the interaction was answered; in the Interactions tab, the conversation will be present for the interval during which the conversation was started. These may be the same, but not always.
    • Media Type: Some media types may be answered more than once (email, for example)


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    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting
    Genesys
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