Hi John,
It is a count of connected customer sessions and would count ringing as connected on an outbound call.
Without being able to check examples, it is hard to tell exactly what has happened, but I would check an interval where you have a small amount of outbound interactions where you have a lower count of connections and see if you can tell why it didn't connect. e.g. it failed during dialing, this would show as a system disconnect and it could be because the dialed number was wrong and it was unable to connect.
If you feel that something isn't right once you have investigated, I would raise a case to care to look at the specific example conversationIDs as they will be able to either explain it or look into it if there is an issue.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 07-16-2024 04:23
From: John Sergeant
Subject: Connection metric for outbound calls
Thanks Cameron
I understand for Inbound calls it counts when callers have navigated through the IVR to an agent
But for outbound it does not follow this path as it's a direct contact with the customer, do you know at which stage of an outbound call it counts as being connected, is it simply the phone ringing, if so I would expect a much higher percentage to be logged as connected or it there any other variable being counted?
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John Sergeant
Coloplast A/S
Original Message:
Sent: 07-15-2024 12:30
From: Cameron Tomlin
Subject: Connection metric for outbound calls
Hello John!
Sorry for the late reply. But I have the documentation here for the metric definition.
"The number of connected customer sessions. A customer session includes any activity where an external party has joined a conversation. For example, a single customer session indicates a customer calling the system to go through the IVR, waiting in the queue, and getting answered."
I hope this metric is a little clearer now.
Cheers!
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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 07-12-2024 09:33
From: John Sergeant
Subject: Connection metric for outbound calls
Hey,
Could someone enlighten me as to how the Connection metric is calculated for outbound calls within the Queue Performance view, I understand that for inbound calls it means the caller has navigated the IVR and has been connected with an agent, but I am not sure how that is reflected for outbound?
#Outbound
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John Sergeant
Coloplast A/S
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