Genesys Cloud - Main

Hello everyone, 

Posting this here in case you missed the announcement in the release notes or the post in the Genesys Cloud Main Community: Custom Calculations in Performance Views is here

Learn more in our documentation here: Custom Calculations Overview and watch the Custom Calculations Demo here

Hello everyone, 

Posting this here in case you missed the announcement in the release notes or the post in the Genesys Cloud Main Community: Custom Calculations in Performance Views is here

Learn more in our documentation here: Custom Calculations Overview and watch the Custom Calculations Demo here

Very Excited for this!

I have a question regarding formula's.  I have a client that is looking for custom service level calculations at the queue level.  They are looking for a % of calls answered in 30 seconds or less, % of calls answered in 60 seconds or less, and a % of calls answered in 120 seconds or less. 

I have spent the afternoon messing around with the formula field and I cant for the life of me figure out if these are possible.

Does anyone have any insight?

Hello everyone, 

Posting this here in case you missed the announcement in the release notes or the post in the Genesys Cloud Main Community: Custom Calculations in Performance Views is here

Learn more in our documentation here: Custom Calculations Overview and watch the Custom Calculations Demo here

Very Excited for this!

I have a question regarding formula's.  I have a client that is looking for custom service level calculations at the queue level.  They are looking for a % of calls answered in 30 seconds or less, % of calls answered in 60 seconds or less, and a % of calls answered in 120 seconds or less. 

I have spent the afternoon messing around with the formula field and I cant for the life of me figure out if these are possible.

Does anyone have any insight?

Hello everyone, 

Posting this here in case you missed the announcement in the release notes or the post in the Genesys Cloud Main Community: Custom Calculations in Performance Views is here

Learn more in our documentation here: Custom Calculations Overview and watch the Custom Calculations Demo here

Short answer: you can get "answered ≤30s" as a Custom Calculation in Genesys Cloud today, but you can't also get "answered ≤60s" off the same queue with Custom Calculations alone, because those formulas only do math on existing columns and "Over SLA" uses the queue's single SLA target.

To see answered within 30 seconds: make sure your SLA on the queue settings is set to 30 seconds.  In Queue Performance, add a custom calculation of Answered - Over SLA.  

Very Excited for this!

I have a question regarding formula's.  I have a client that is looking for custom service level calculations at the queue level.  They are looking for a % of calls answered in 30 seconds or less, % of calls answered in 60 seconds or less, and a % of calls answered in 120 seconds or less. 

I have spent the afternoon messing around with the formula field and I cant for the life of me figure out if these are possible.

Does anyone have any insight?

Hello everyone, 

Posting this here in case you missed the announcement in the release notes or the post in the Genesys Cloud Main Community: Custom Calculations in Performance Views is here

Learn more in our documentation here: Custom Calculations Overview and watch the Custom Calculations Demo here

Hi Nichole, 

Question for you, do you happen to know if there has been any discussion or thoughts about adding Answered thresholds similar to how Abandon thresholds are configured in Analytics today? We have several customers that have a required contractual SLA Answer threshold of say <=30 seconds and a target/desired of say  <=15 seconds. Currently, we have to pull this data via API to provide both Answered SLA metrics for a single queue. Would be great to be able to provide these data points natively within the UI. Fingers crossed. 

Thanks, 

Short answer: you can get "answered ≤30s" as a Custom Calculation in Genesys Cloud today, but you can't also get "answered ≤60s" off the same queue with Custom Calculations alone, because those formulas only do math on existing columns and "Over SLA" uses the queue's single SLA target.

To see answered within 30 seconds: make sure your SLA on the queue settings is set to 30 seconds.  In Queue Performance, add a custom calculation of Answered - Over SLA.  

Very Excited for this!

I have a question regarding formula's.  I have a client that is looking for custom service level calculations at the queue level.  They are looking for a % of calls answered in 30 seconds or less, % of calls answered in 60 seconds or less, and a % of calls answered in 120 seconds or less. 

I have spent the afternoon messing around with the formula field and I cant for the life of me figure out if these are possible.

Does anyone have any insight?

Hello everyone, 

Posting this here in case you missed the announcement in the release notes or the post in the Genesys Cloud Main Community: Custom Calculations in Performance Views is here

Learn more in our documentation here: Custom Calculations Overview and watch the Custom Calculations Demo here

Hello everyone, 

Posting this here in case you missed the announcement in the release notes or the post in the Genesys Cloud Main Community: Custom Calculations in Performance Views is here

Learn more in our documentation here: Custom Calculations Overview and watch the Custom Calculations Demo here