We are observing a significant data integrity issue within our Genesys Cloud Performance dashboards that requires immediate clarification regarding how outbound campaign metrics are calculated when agents utilize the ‘Not Interested’ disposition code.
Our organization operates a high-volume outbound campaign utilizing the Genesys Cloud Outbound Dialer. The specific issue manifests when agents connect with a contact, determine the prospect is not interested, and immediately wrap up the interaction with the ‘Not Interested’ disposition. In the Campaign Performance view, these interactions are correctly categorized under the ‘Not Interested’ bucket. However, in the Agent Performance view, the same interactions are inconsistently reflected in the ‘Connected’ metric.
Specifically, we have identified that approximately 15% of calls wrapped up with ‘Not Interested’ are not contributing to the agent’s ‘Connected’ count in the real-time dashboard, despite the call status showing ‘Connected’ in the interaction log. This discrepancy creates a significant variance between the campaign-level success rate and the agent-level performance metrics.
We require clarification on the following:
- Does the ‘Connected’ metric in the Agent Performance view exclude calls with specific disposition codes by default?
- Is there a configuration setting within the Outbound Campaign settings that governs how disposition codes map to performance metrics?
- How can we ensure that the ‘Connected’ metric accurately reflects all calls where the agent successfully spoke with the contact, regardless of the disposition outcome?
This issue is impacting our ability to accurately assess agent performance and optimize our outbound strategy. We need a definitive explanation of the metric calculation logic and any necessary configuration adjustments to align the dashboard views.