The service does track a metric that provides this value called tFlowOut.
Genesys Cloud Developer Center
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The amount of time before an interaction was transferred out of a queue (and not answered by an agent).
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The time value and average duration is not currently available in the queue performance views, but it can be obtained from the API. I currently have a project in the backlog that has plans to expose this value into the performance views. I hope to get this column available within the UI views before the end of the year.
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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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Original Message:
Sent: 08-17-2022 19:44
From: Eric Matsuoka
Subject: How to calculate Flow Out Time?
We are looking at ASA, Average Aban time and we are trying to see the average time customers are waiting before choosing the call back or automated payment option. Is there a way to calculate flow out time?
#Reporting/Analytics
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Eric Matsuoka
Providence Health & Services
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