· Utilization rates (We've configured this option in Genesys but there does not seem to be a way to pull information on this in workspaces. We also cannot see the average concurrent interactions a user has had for a selected period)
While it is possible to check utilization when checking for agents available to take calls, that data is not readily available in a utilization report. I added this idea for you: Add an agent utilization report | Genesys Cloud Ideas Portal (aha.io)
· Customer sentiment (with a need for mass export of data to perform a more thorough analysis)
Customer sentiment can be show in queues, agent, and topic trend views now. You can also show in the Content View. All of these can be exported.
· First contact resolution (there is the possibility of exporting all ANIs to check which ones have contacted us more than once, but this process is very manual)
There is a first contact to a queue filter in the Queue View, determining first contact resolution is not really just how many calls. You would need to factor in timeframe, wrap-up, reasons, and other factors to determine that. Best is to survey the customer how many times they had to contact you to resolve the issue.
· Absenteeism
Adherence reporting and exceptions will show this. Yes, the CSV export from Schedules is not ideal, but hopefully, there will be a better report out there at some point. The new Shrinkage report could be used for this. I would suggest you submit an idea for this and explain what you are looking for.
· Quality scores (We have found that when grouping work teams, we are able to see the individual team scores for quality but not a global score unless it's exported)
I have asked for a gamification metric for evaluations and that should be coming out. That would give you a better view, especially when it is shown in the Insights View that is due out in a few weeks. I really am disappointed with the Eval/Quality reporting, but the Insights View is a great step forward.
· Additionally, some KPIs are available but have discrepancies if not viewed in the same way by all users. These KPIs include:
· Average handle time (We've tried in the past to share views on Genesys but it does not seem to work – no option to do so)
You can always copy the URL and include that in a ticket to Genesys. Also, you can export as a CSV and get all the data. What you are probably being confused by are interactions that cross reporting times and the fact that segments of data can fall into different participants. Can you expound a bit on this one?
· Hold time (No option to share views)
Again, just copy the URL and share with someone else.
· Occupancy (The information found in the intraday monitoring does not correlate to the information seen in queue performance)
You can view Adherence values as a column in the Queue View, but Occupancy does not relate directly to queue performance like adherence does.
· Real-time monitoring (with no alert or pop-up to let supervisors know if a user has been on the same status for too long, for example, lunch or break)
The Alerting engine and the alerts in dashboards both allow for alerting when users are in a status for too long.
· Alert no answer (No alert of pop-up for users who have are falling within this status throughout the day + no option to share views)
This can be put in the Alerting engine and also can be shown in the Agent Performance View as a column.
It seems that a good review or workshop on the Performance Views would help you. Contact your reseller to arrange a time for them to show you.
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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 02-27-2023 16:05
From: Pascale Fontaine
Subject: Need help with tracking and standardizing KPIs on Genesys Cloud CX
Hello, Genesys community!
We are having some difficulty tracking and standardizing certain key performance indicators (KPIs) on the Genesys Cloud CX platform. Specifically, we are struggling with the following KPIs:
· Utilization rates (We've configured this option in Genesys but there does not seem to be a way to pull information on this in workspaces. We also cannot see the average concurrent interactions a user has had for a selected period)
· Customer sentiment (with a need for mass export of data to perform a more thorough analysis)
· First contact resolution (there is the possibility of exporting all ANIs to check which ones have contacted us more than once, but this process is very manual)
· Absenteeism
· Quality scores (We have found that when grouping work teams, we are able to see the individual team scores for quality but not a global score unless it's exported)
Additionally, some KPIs are available but have discrepancies if not viewed in the same way by all users. These KPIs include:
· Average handle time (We've tried in the past to share views on Genesys but it does not seem to work – no option to do so)
· Hold time (No option to share views)
· Occupancy (The information found in the intraday monitoring does not correlate to the information seen in queue performance)
· Real-time monitoring (with no alert or pop-up to let supervisors know if a user has been on the same status for too long, for example, lunch or break)
· Alert no answer (No alert of pop-up for users who have are falling within this status throughout the day + no option to share views)
We are hoping to find a way to view these KPIs without errors.
If anyone in the Genesys community has any insights or recommendations on how to effectively track and standardize these KPIs, we would greatly appreciate your input.
Thank you in advance for your help!
#QualityManagement
#Reporting/Analytics
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Pascale Fontaine
Vosker
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