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  • 1.  Exclude non-acd conversations from scorecard metrics

    Posted 04-25-2023 15:16

    It seems the only way to ensure a metric is counting only interactions into/out of a queue is to designate specific queues rather than use the all queues.  Using the All Queues option on a metric means that even non-queue calls are counted towards the metric, and we don't want them to be.  Does anyone know a way to change it to acd-only? 


    #Gamification

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    Shelby Cronk
    ConvergeOne, Inc.
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  • 2.  RE: Exclude non-acd conversations from scorecard metrics

    Posted 04-26-2023 17:12
    Edited by Eduard Roehrich 04-26-2023 17:15

    Hi Shelby,

    What you have is a good workaround, as long as you don't add/change your queues too often. Right now, there isn't a direct way to change it to ACD-only. However, we've recently heard other comments that might be related and that we're currently investigating, like this one: https://genesyscloud.ideas.aha.io/ideas/WEGPM-I-46

    Could you please elaborate further on your own use case to help me understand why you want to filter out non-queue calls?

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    Eduard Roehrich
    Senior Product Manager
    Gamification, Engagement and Performance Management
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