Create a workflow that will be triggered on the topic v2.detail.events.conversation.{id}.acd.end (this emits when the conversation exists the queue). In the workflow, you should call a couple of Data Action: get Queue Service Level target for the queueId associated with the conversation, get time in queue (tAcd), compare the values of the configured vs actual wait, and then by using Workflow's Architect action "Set Conversation Data" set the Participant Data to mark the call as Abandoned Over SLA.
Original Message:
Sent: 07-08-2024 08:16
From: Khurshid Ali
Subject: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?
Hello @Tatjana Knezevic
Thanks for your response.
I am able to run the API with POST query.
How do I get that on the interaction report if for a particular queue the call was abandoned after the SLA?
[How do I set that as a Data Action and Set Participant data? It will be used on In-Queue flow, right?
Thanks & Regards
------------------------------
Khurshid Ali,
Consultant / Developer / Tech Lead,
NCR Voyix,
khurshid.ali@ncrvoyix.com,
New Delhi,
India
Original Message:
Sent: 07-04-2024 15:00
From: Tatjana Knezevic
Subject: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?
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:
- Queue name
- Abandoned: Yes
- 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:
Sent: 07-04-2024 08:33
From: Khurshid Ali
Subject: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?
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]
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
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