Genesys Cloud - Main

Hello Everyone,

I was just wondering if anyone would be able to enlighten me on the Queue Performance - Offer Calls. How does the system generate/count the offer calls? is it consist of inbound calls only or does it consist of all the call transactions (Inbound, Inbound/Outbound, Outbound).

Because upon generating my month of July report, the data on the queue performance - offer calls is differs on the interactions - inbound calls.

Will highly appreciate if you could explain my silly question.

I'll be happy to provide further information if necessary.

Thank you and have a great day.

Best,

Justine

High Justine,

some enlightment withoud the claim to be complete: Offered calls count calls that reach the ACD. If you are using a call flow that sort out calls before reaching the acd (e.g. if there are too much customers waiting, the expected waiting time is too high etc.) then this sorted out calls do NOT reach ACD and therefore do not count as "offered calls".

Inbound calls that reached the ACD counts. Inbound/Outbound calls are inbound calls with callbacks (for example voicemails) and the inbound part counts against "offered". Pure outbound calls does not.

Hello Everyone,

I was just wondering if anyone would be able to enlighten me on the Queue Performance - Offer Calls. How does the system generate/count the offer calls? is it consist of inbound calls only or does it consist of all the call transactions (Inbound, Inbound/Outbound, Outbound).

Because upon generating my month of July report, the data on the queue performance - offer calls is differs on the interactions - inbound calls.

Will highly appreciate if you could explain my silly question.

I'll be happy to provide further information if necessary.

Thank you and have a great day.

Best,

Justine

Hello Everyone,

I was just wondering if anyone would be able to enlighten me on the Queue Performance - Offer Calls. How does the system generate/count the offer calls? is it consist of inbound calls only or does it consist of all the call transactions (Inbound, Inbound/Outbound, Outbound).

Because upon generating my month of July report, the data on the queue performance - offer calls is differs on the interactions - inbound calls.

Will highly appreciate if you could explain my silly question.

I'll be happy to provide further information if necessary.

Thank you and have a great day.

Best,

Justine

Another angle you should read about, just so you are aware:

https://help.mypurecloud.com/faqs/offered-metric-not-always-equal-answered-plus-abandoned-metrics/

Hello Everyone,

I was just wondering if anyone would be able to enlighten me on the Queue Performance - Offer Calls. How does the system generate/count the offer calls? is it consist of inbound calls only or does it consist of all the call transactions (Inbound, Inbound/Outbound, Outbound).

Because upon generating my month of July report, the data on the queue performance - offer calls is differs on the interactions - inbound calls.

Will highly appreciate if you could explain my silly question.

I'll be happy to provide further information if necessary.

Thank you and have a great day.

Best,

Justine

Metrics definitions are listed at:

https://help.mypurecloud.com/articles/metric-definitions/https://help.mypurecloud.com/articles/metric-definitions/

Another angle you should read about, just so you are aware:

https://help.mypurecloud.com/faqs/offered-metric-not-always-equal-answered-plus-abandoned-metrics/

Hello Everyone,

I was just wondering if anyone would be able to enlighten me on the Queue Performance - Offer Calls. How does the system generate/count the offer calls? is it consist of inbound calls only or does it consist of all the call transactions (Inbound, Inbound/Outbound, Outbound).

Because upon generating my month of July report, the data on the queue performance - offer calls is differs on the interactions - inbound calls.

Will highly appreciate if you could explain my silly question.

I'll be happy to provide further information if necessary.

Thank you and have a great day.

Best,

Justine

Hello George,

Thank you so much, this is very helpful. I appreciate it.

Have a great day!

Cheers!

Best.

Metrics definitions are listed at:

https://help.mypurecloud.com/articles/metric-definitions/https://help.mypurecloud.com/articles/metric-definitions/

Another angle you should read about, just so you are aware:

https://help.mypurecloud.com/faqs/offered-metric-not-always-equal-answered-plus-abandoned-metrics/

Hello Everyone,

I was just wondering if anyone would be able to enlighten me on the Queue Performance - Offer Calls. How does the system generate/count the offer calls? is it consist of inbound calls only or does it consist of all the call transactions (Inbound, Inbound/Outbound, Outbound).

Because upon generating my month of July report, the data on the queue performance - offer calls is differs on the interactions - inbound calls.

Will highly appreciate if you could explain my silly question.

I'll be happy to provide further information if necessary.

Thank you and have a great day.

Best,

Justine