Chat statistic

Genesys Cloud Routing
1

Hi,
We have genesys chat deployed in our environment. Below is the behaviour of a chat

  1. MAX time in queue - 120 secs
  2. Max time ringing at agent desktop - 30 secs.

I want to count the time spent by a chat for the below scenario

Chat was in queue for 60 secs and it reeaches the agent & rings thr for 30 secs.Agent didnt pick the call and the chat was pulled back to the queue. In the queue the chat stays for 30 more secs.. and then it reaches the agent and rings for 10 secs and got answered.

Which stat wud count the total time spent by this chat, like

60 + 30 + 30 +10 = 130 secs.

Any pointers wud be helpfull..

Thanks,
Galelio

2

Hi Galelio,

You should be able to get required information by using Virtual Queue when routing chat interaction to the agents (statistics TotalTimeInQueue, TotalRingingTime etc.). Of course, you can get aggregated statistics only using this way. If you need mentioned statistics per chat interaction then you have two options - Genesys ICON/Info Mart or some custom solution (e.g. saving information /timestamp/ to database from routing strategy and update that record when interaction is accepted by an agent).

R.