Offer just means an interaction entered a queue, not that it connected to an agent. Connection means the customer talked to an agent.
Also, you can have multiple counts of Offer for a single interaction if it gets transferred to another queue or back to the same queue, or gets pulled out of the queue and put back in.
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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Original Message:
Sent: 08-15-2024 17:58
From: Chris Jones
Subject: Inbound Connection vs Offer Rate
Thanks for clarification, George. I will go back and check our outbound stats for those days.
For June, our Connections were lower than our Offer amount. If the Connections combine inbound and outbound, how the could the Offer have a higher count?
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Chris Jones
Xome Holdings, LLC
Original Message:
Sent: 08-15-2024 16:33
From: George Ganahl
Subject: Inbound Connection vs Offer Rate
Offer only includes Inbound interactions that went to a queue.
Connection includes both Inbound and Outbound interactions that connect to a customer.
Did you verify that on the days where the Connection number is high you did not have a lot of Outbound interactions?
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
Original Message:
Sent: 08-15-2024 12:52
From: Chris Jones
Subject: Inbound Connection vs Offer Rate
Hi there,
Can anyone provide some insight on how we can reduce our Connection vs Offer rate? There are weeks where the difference between Connection and Offer will be several hundred, and some weeks it will be below 100. What could be causing such a large amount of inbound callers to call in but never enter the IVR for my team to answer?
I attached a screenshot of our MTD metrics for reference.
Thanks for the help!
-Chris J.
#Reporting/Analytics
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Chris Jones
Xome Holdings, LLC
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