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  • 1.  More Handled Incoming Interactions Than Offered

    Posted 03-05-2024 09:21
    No replies, thread closed.

    Hi,

    Hopefully this should be an easy one to answer. I notice that in some months we're seeing significantly more handled incoming interactions than offered incoming interactions. On the surface, this makes little sense as instinctively one expects that an incoming interaction has to be offered before it can be handled.

    I'm almost certainly misunderstanding the definition of handled vs offered. Can anyone help explain what's going on here?

    thanks,

    Stuart

     


    #Reporting/Analytics

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    Stuart Rimell
    IG Index Limited
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  • 2.  RE: More Handled Incoming Interactions Than Offered
    Best Answer

    Posted 03-06-2024 11:41
    No replies, thread closed.

    Do you do a lot of transferring calls or do you make outbound calls on behalf of the queue often?  Handle count will increase for each agent that has talk/hold/wrapup for the conversation so if additional agents are being added to the conversation, you could see situations where multiple handles correspond to one initial offer to queue.  Handles are also counted for outbound conversations that are made on behalf of the queue where you have handle time for the agent related to the queue, but there would be no offer since the customer never originally arrived via ACD.

    Another thing to consider is metrics count into the interval in which they happen.  It's less likely this is the case since you're viewing by month, but it could explain some of them.  If you had a conversation offer on the last day of the month but we picked up and handled on the 1st, the offer would count on the last day of the month and the handle would count in the 1st.  The last paragraph of this article explains this further https://help.mypurecloud.com/faqs/offered-metric-not-always-equal-answered-plus-abandoned-metrics/

    Additional information: https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics#concepts



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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    Original Message


  • 3.  RE: More Handled Incoming Interactions Than Offered

    Posted 03-07-2024 04:42
    No replies, thread closed.

    Hi Stuart,

    I typically include a filter on the queue performance view to only show the Inbound calls.

    About the consult calls: the consulted agent will only be added as a "handling" agent if it is a direct consult to the agent. If the consult is done via another queue, the consulted agent will count as handled for the consult queue, not the one where the call came in first. It could be a recommendation to agents to use this kind of scenario as much as possible.

    Also note that, if an agent calls another agent directly on behalf of a queue, this will count as 2 "handles" for that queue. Intuitively, I would say to not call on behalf of a queue when calling internally, but all depends on what you want to count on the queue. 

    Finally: when doing an outbound callback from the calls history, bare in mind that it automatically picks up the chosen queue from that previous call, even if you intend to just call back for another one, or none at all. So this might lead to inadverted use of a queue and hence more "handles".



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    Karel Van de Velde
    DDM Consulting NV
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    Original Message


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