I was referred here from Reddit, question on ASA.

[halflifecrysis]

[quote author=cavagnaro link=topic=12061.msg54129#msg54129 date=1626277686]
Gen_frm a better approach is to measure the whole path, starting with the IVR, because there could be for example a WS in the path hidden from customer that acts as a bottleneck. Measuring just the agent won't solve his main question, why the call since customer press an option in the IVR to the agent has such delay. You are talking only after IVR and queue involved, removing those from the equation is not a good idea if he wants to understand the delay as a whole.
See that he is a new user and maybe his concepts from other platform are not quite the same in Genesys, therefore better to provide a complete look.


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[/quote]

Totally believe the whole path is important, especially for the big picture, but my current WFM team is reporting that whole path as a performance metric of the team and they have no knowledge of what other interruptions could cause those delays. So they are IMHO speaking from a place they shouldn't.

If they want to tie this metric back to agents, as we were able to do that in the past with inContact and this new WFM team had our old stats, then they need to be able to separate the two stats to under big picture and speed of answer from the agent once the call is routed and ringing to them. That is where I am at.

Just trying to learn more so I can speak better to it.

[halflifecrysis]

[quote author=gen_rtfm link=topic=12061.msg54128#msg54128 date=1626277414]
Ok, so genesys cloud

It sounds to me like you need to look at this documentation:
https://help.mypurecloud.com/articles/new-agents-performance-summary-view/

As i understand your requirement this is an agent performance metric, the 'reaction' time for the agent once the phone is ringing until the call was picked up.

From the link above I'd say you need to divide 'Total Alert' by 'Answered' to get that value.

There does not seem to be such a metric already calculated in the reports, at least not at first glance.

You could probably benefit from exploring https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

Sorry about the engage-stuff, i thought you had that flavor...

About ASA: that is a queue-metric so that would be reflecting things like your staffing, both the time the call is waiting in queue and ringing at an agents desktop - the full duration from queued to accepted.

https://help.mypurecloud.com/articles/queue-performance-detail-view/

Br
[/quote]

Right now, my alert number is a static number like 41 and an agent my have an answer of 38.  How to I or where else should I look to tie this to a seconds metric. Like a 17 second alert and a 12 second answer metric to divide?

[cavagnaro]

I still would recommend to check the whole call flow to understand the times. Then we can suggest metrics, but without knowing what exactly is happening there, we might end up shooting to the wrong place.
With 1 call flow with that delay you can show us and we could provide better direction

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[halflifecrysis]

[quote author=cavagnaro link=topic=12061.msg54127#msg54127 date=1626273840]
Yes, statserver and that metric is for Engage.
Even the logs I mentioned was for Engage.
What interaction reports you have available? Interaction Flow Report? Do you have it under Details report?


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[/quote]

Under detail reports, Agent Quality, User Status, Interaction Detail, Login/Logout Detail.

Looking at Interaction detail, it gives us a Queue wait in seconds per interaction, but not clearly agent answer speed once it queued to them.

[gen_rtfm]

[quote author=halflifecrysis link=topic=12061.msg54132#msg54132 date=1626280829]
[quote author=gen_rtfm link=topic=12061.msg54128#msg54128 date=1626277414]
Ok, so genesys cloud

It sounds to me like you need to look at this documentation:
https://help.mypurecloud.com/articles/new-agents-performance-summary-view/

As i understand your requirement this is an agent performance metric, the 'reaction' time for the agent once the phone is ringing until the call was picked up.

From the link above I'd say you need to divide 'Total Alert' by 'Answered' to get that value.

There does not seem to be such a metric already calculated in the reports, at least not at first glance.

You could probably benefit from exploring https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

Sorry about the engage-stuff, i thought you had that flavor...

About ASA: that is a queue-metric so that would be reflecting things like your staffing, both the time the call is waiting in queue and ringing at an agents desktop - the full duration from queued to accepted.

https://help.mypurecloud.com/articles/queue-performance-detail-view/

Br
[/quote]

Right now, my alert number is a static number like 41 and an agent my have an answer of 38.  How to I or where else should I look to tie this to a seconds metric. Like a 17 second alert and a 12 second answer metric to divide?
[/quote]The alert metric is defined as "The number of times agents receive an alert for interactions".

Check the column/metric named "Total Alert", defined as "The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction". That should be the duration/seconds, the examples you've given looks like a count.

Br

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[halflifecrysis]

[quote author=gen_rtfm link=topic=12061.msg54135#msg54135 date=1626285053]
[quote author=halflifecrysis link=topic=12061.msg54132#msg54132 date=1626280829]
[quote author=gen_rtfm link=topic=12061.msg54128#msg54128 date=1626277414]
Ok, so genesys cloud

It sounds to me like you need to look at this documentation:
https://help.mypurecloud.com/articles/new-agents-performance-summary-view/

As i understand your requirement this is an agent performance metric, the 'reaction' time for the agent once the phone is ringing until the call was picked up.

From the link above I'd say you need to divide 'Total Alert' by 'Answered' to get that value.

There does not seem to be such a metric already calculated in the reports, at least not at first glance.

You could probably benefit from exploring https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

Sorry about the engage-stuff, i thought you had that flavor...

About ASA: that is a queue-metric so that would be reflecting things like your staffing, both the time the call is waiting in queue and ringing at an agents desktop - the full duration from queued to accepted.

https://help.mypurecloud.com/articles/queue-performance-detail-view/

Br
[/quote]

Right now, my alert number is a static number like 41 and an agent my have an answer of 38.  How to I or where else should I look to tie this to a seconds metric. Like a 17 second alert and a 12 second answer metric to divide?
[/quote]The alert metric is defined as "The number of times agents receive an alert for interactions".

Check the column/metric named "Total Alert", defined as "The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction". That should be the duration/seconds, the examples you've given looks like a count.

Br

Skickat från min Mi MIX 3 5G via Tapatalk
[/quote]

Okay, thank you - I did not scroll down past the (A's) to find the word alert tied to another phrase like "total alert" - Okay, I do have a total alert and it does display in seconds.

Do I take that total time and divide it by total alert? Meaning 2m 36 sec total alert for someone who had 23 alerts, are we theoretically saying that person has 7 seconds answer time to the alert?

And if someone has 16 alerts and 4m 29sec total alert, that person had a 15.8 (ASA)?

[cavagnaro]

Yes, yet I think you should open a support ticket with Genesys to try to them to explain why that long time, also try to get the max min values

[gen_rtfm]

Something like that, yes.

For an AverageSpeedofAnswer statistic I would divide the 'Total Alert' duration by the number of Answers, not alerts.

If you use Alert and Total Alert you would get average alerting duration regardless of if the interaction offer was answered.

Br

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[halflifecrysis]

[quote author=gen_rtfm link=topic=12061.msg54138#msg54138 date=1626287651]
Something like that, yes.

For an AverageSpeedofAnswer statistic I would divide the 'Total Alert' duration by the number of Answers, not alerts.

If you use Alert and Total Alert you would get average alerting duration regardless of if the interaction offer was answered.

Br

Skickat från min Mi MIX 3 5G via Tapatalk
[/quote]

Guys we are coming closer to the answer here.... Thank you

If what you are saying is what I am looking for then my team has a speed of answer of 6.7 seconds, this is closer to the 8-12 range we had with inContact than the 20-40 seconds our WFM team is trying to say is happening. I of course will try to verify this. Thank you

[gen_rtfm]

[quote author=halflifecrysis link=topic=12061.msg54139#msg54139 date=1626287739]
[quote author=gen_rtfm link=topic=12061.msg54138#msg54138 date=1626287651]
Something like that, yes.

For an AverageSpeedofAnswer statistic I would divide the 'Total Alert' duration by the number of Answers, not alerts.

If you use Alert and Total Alert you would get average alerting duration regardless of if the interaction offer was answered.

Br

Skickat från min Mi MIX 3 5G via Tapatalk
[/quote]

Guys we are coming closer to the answer here.... Thank you

If what you are saying is what I am looking for then my team has a speed of answer of 6.7 seconds, this is closer to the 8-12 range we had with inContact than the 20-40 seconds our WFM team is trying to say is happening. I of course will try to verify this. Thank you
[/quote]Best of luck to you!

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