I was referred here from Reddit, question on ASA.

halflifecrysis · July 14, 2021, 6:27pm

gen_rtfm post:20:

halflifecrysis post:17:

gen_rtfm post:13:

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

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?

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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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 · July 14, 2021, 6:29pm

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 · July 14, 2021, 6:34pm

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 · July 14, 2021, 6:35pm

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 · July 14, 2021, 6:36pm

Best of luck to you!

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