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  • 1.  How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

    Posted 3 days ago

    Description: 
    Coming from Cisco Contact Center back ground.

    Cisco has this report, where we have this metrics called "Calls abandoned AFTER Service Level Target". This metric is widely used by all the Cisco customers.

    After moving to Genesys, this is little challenging. I have also raised IDEA for this: Genesys Cloud Ideas Portal [currently under PM Review; Please vote if you like it]

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    Requirement:

    The ask here is, is there a possibility to use APIs and use 'set participant data' to calculate the result, like, if the call is abandoned and time is more than service level target, then set the output as Yes or True?

    It will be great help for our end users to get this data from Genesys instead of doing it manually on Excel or using additional application to meet the requirement.


    #Reporting/Analytics

    ------------------------------
    Khurshid Ali,
    Consultant / Developer / Tech Lead,
    NCR Voyix,
    khurshid.ali@ncrvoyix.com,
    New Delhi,
    India
    ------------------------------


  • 2.  RE: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

    Posted 2 days ago

    Hi Khurshid,

    Please try to see if this will help; it may be cumbersome, as it should be performed on a Queue level to get the Service Level target configuration values. 

    Go to Performance -> Interactions View and select the reporting interval, for example, for yesterday, and then apply the following filters: 

    1. Queue name
    2. Abandoned: Yes
    3. Conversation Duration: above NN seconds (or minutes) where NN is the value that corresponds to the Service Level Target for the Queue selected under filter 1

    Something like this (queue name reducted): 

    If this works, the next step is to use it via the API /api/v2/analytics/conversations/details/query 

    with conversationFilters set as: 

        "conversationFilters":
        [{"type":"or","predicates":[{"metric":"tConversationDuration","range":{"gte":NNN000}}]},
        {"type":"and","predicates":[{"type":"metric","metric":"tAbandon","operator":"exists"}]}]


    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


  • 3.  RE: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

    Posted 2 days ago

    Hi! In queue performance view you can click on a single queue and then on abandoned metric and it will open a queue abandoned interval view. https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/



    ------------------------------
    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


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