Genesys Cloud - Main

I received a kind of nuanced request and don't know how it would be possible to obtain this information. We have several queues set up with different service levels and service level targets. Please see the example below.

·           Platinum= 70% within 2:30

·         Signature= 70% within 4:30

·         Tier 3= 80% within 6:00

·         Tier 4= 80% within 7:00

·         New= 80% within 2:00

·         Default= 80% within 7:30

 

Contact Center Management wants to set an aggregated service level & service level target for all queues combined. For example, all queues combined have 70% of calls answered within 4:30 minutes. How would this be possible?

 

At minimum, is there a report or KPI that may help report on how many calls were answered within a certain second range? That way I can manually calculate the results? For example:

·              1,075 calls answered within 60 seconds.

·              250 calls answered within 61-120 seconds.

·              150 calls answered within 121-180 seconds.

·              150 calls answered within 181-240 seconds.

 

Hope that I explained that okay,

 

Thanks,

#Reporting/Analytics

For the top part, remember that SL and SL% should only apply for inbound calls.  The Aggregate value at the top should be just a average across all the queues you choose, regardless of what is behind that value for the calculation of the SL  

For the second case, tougher without external BI tool to look at the data.  While we have abandoned bins, we don't have answer bins yet.  Here is a close idea:  https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1512

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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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Original Message:
Sent: 10-05-2023 13:38
From: Eriberto Mendoza
Subject: Aggregated Service Level for All Queues

I received a kind of nuanced request and don't know how it would be possible to obtain this information. We have several queues set up with different service levels and service level targets. Please see the example below.

·           Platinum= 70% within 2:30

·         Signature= 70% within 4:30

·         Tier 3= 80% within 6:00

·         Tier 4= 80% within 7:00

·         New= 80% within 2:00

·         Default= 80% within 7:30

 

Contact Center Management wants to set an aggregated service level & service level target for all queues combined. For example, all queues combined have 70% of calls answered within 4:30 minutes. How would this be possible?

 

At minimum, is there a report or KPI that may help report on how many calls were answered within a certain second range? That way I can manually calculate the results? For example:

·              1,075 calls answered within 60 seconds.

·              250 calls answered within 61-120 seconds.

·              150 calls answered within 121-180 seconds.

·              150 calls answered within 181-240 seconds.

 

Hope that I explained that okay,

 

Thanks,

#Reporting/Analytics