Genesys Cloud - Main

Hello Again!

A different question this time. Something we want to report on  is answer rate at the agent level. Genesys tracks this at a queue level, but not at the agent level.

I am trying to figure out which metrics to include in a formula to manually calculate this metric.

We can obviously report on the amount of interactions answered, so the part I am trying to figure out is the total number of interactions offered to an agent.

After reviewing Genesys Resource, this is what I have so far: (Answered + Alert - No Answer)= Total Offered Interactions

My question for everyone is there any other metric that I am not thinking about that could be utilized to calculate this metric.

Thank you,

Matt Aubin

Total Alert gives you all that the agent was given. Total Alert No Answer were those they rejected or waited too long for. Total Handle are those they were alerted on and actually answered. 

Hello Again!

A different question this time. Something we want to report on  is answer rate at the agent level. Genesys tracks this at a queue level, but not at the agent level.

I am trying to figure out which metrics to include in a formula to manually calculate this metric.

We can obviously report on the amount of interactions answered, so the part I am trying to figure out is the total number of interactions offered to an agent.

After reviewing Genesys Resource, this is what I have so far: (Answered + Alert - No Answer)= Total Offered Interactions

My question for everyone is there any other metric that I am not thinking about that could be utilized to calculate this metric.

Thank you,

Matt Aubin

Hi Robert,

After reviewing those metrics, those provide metrics in time.  I'm looking for the answer rate for a division of associates as a percentage.  The total total amount answered/total amount of interactions routed to an associate.

Should be something like 80 answered/100 total interactions routed equals 80% answer rate.

This is not natively in Genesys so I'm not sure how to figure the total interactions routed to an associate.  My thought would be answered plus Alert-No Answer. Not sure if I'm missing something or not.

Thank you,

Total Alert gives you all that the agent was given. Total Alert No Answer were those they rejected or waited too long for. Total Handle are those they were alerted on and actually answered. 

Hello Again!

A different question this time. Something we want to report on  is answer rate at the agent level. Genesys tracks this at a queue level, but not at the agent level.

I am trying to figure out which metrics to include in a formula to manually calculate this metric.

We can obviously report on the amount of interactions answered, so the part I am trying to figure out is the total number of interactions offered to an agent.

After reviewing Genesys Resource, this is what I have so far: (Answered + Alert - No Answer)= Total Offered Interactions

My question for everyone is there any other metric that I am not thinking about that could be utilized to calculate this metric.

Thank you,

Matt Aubin