Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  How to calculate Flow Out Time?

    Posted 08-17-2022 19:44
    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

    ------------------------------
    Eric Matsuoka
    Providence Health & Services
    ------------------------------


  • 2.  RE: How to calculate Flow Out Time?

    Posted 08-22-2022 13:21
    Easiest would be to set an attribute for the time the callback is created or set one for the call duration and just use that instead of calculating.  Otherwise, you need to add the IVR and ACD Wait time together before the callback.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: How to calculate Flow Out Time?

    GENESYS
    Posted 08-23-2022 09:06
    Edited by Ryan Legner 08-23-2022 09:06
    The service does track a metric that provides this value called tFlowOut.  Genesys Cloud Developer Center


    tFlowOut

    The amount of time before an interaction was transferred out of a queue (and not answered by an agent).
    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.

    ------------------------------
    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources