Hi Sherif,
Offered means the interaction was offered to the queue, connected means it was answered by an agent. It doesn't count as connected if the customer abandons, the interaction flows out(callback, transfers to a different queue in the flow etc) or the agent declines the interaction.
Offered should equal Answered + Abandoned + Flow-out. As this is quite an old thread, we will close this out to avoid confusion. If you have any follow up questions, I recommend opening a new thread on the Genesys Cloud Reporting & Analytics community
------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------
Original Message:
Sent: 09-02-2025 03:42
From: Sherif Adel Halim
Subject: New Connection column in Performance views
Hello Darlene,
This is just a follow up regarding this topic, do you have any further clarification on the connection column in queue performance view? Is there any explanation for the big difference between offered and connection numbers?
Thanks in Advance & Best Regards,
Sherif Adel
------------------------------
Sherif Adel Halim
Original Message:
Sent: 05-28-2019 22:18
From: Darlene Oordt
Subject: New Connection column in Performance views
Darryn-
I've asked support to ask you for some example conversations where you are confused about the new nConnected metric so we can better explain how it's working. Thanks!
------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
Original Message:
Sent: 05-28-2019 20:41
From: Darryn Chang
Subject: New Connection column in Performance views
Unfortunately still not clear on this, raised with support but seems like they are in the same boat.
@George Ganahl @Darlene Oordt
If its designed to count the amount of calls coming in on a queue. Is this capturing every live connection with a voice?
What I am trying to determine is the relevance to a Outbound Dialer Queue and what improvements I can do to enhance more live connections to reach agents . As I mentioned in my previous post the connection tab seems to have the same behavior of a total dialed numbers, would that be more accurate to say?
That would make more sense and help identify where improvements can occur.
------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
Original Message:
Sent: 05-19-2019 20:58
From: Darryn Chang
Subject: New Connection column in Performance views
Thanks George, still seems high in comparison when I look at our daily connection for an outbound queue in comparison to offered calls to agents. So bit concerning from an operational perspective. Will reach out to support and Darlene.
------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
Original Message:
Sent: 05-13-2019 21:36
From: George Ganahl
Subject: New Connection column in Performance views
Simple...to quote the Resource Center: "The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR." :-)
It was designed to count the number of calls coming in on a specific DNIS, and count where calls originally connect in the system (usually Queue for statistics sake, or in the IVR).
@Darlene Oordt can give more of the detail behind it.
------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 05-13-2019 20:58
From: Darryn Chang
Subject: New Connection column in Performance views
Hi,
Can anyone clarify the basis of the new Connection tab in performance views?
What makes up the total number connections, is it collective of all attempts for queues which includes but not limited to non transfers to agents?
#Outbound
#Reporting/Analytics
------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------