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HRCXISpdAccptHrs

Speed of Accept (hours) Report

This page describes how you can use the (Queues folder >) Speed of Accept (hours) Report to assess the rates of abandonment for queued interactions.

Understanding the Abandon Delay Report

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This report provides summarized performance information about the delays that are associated with long-enduring interactions that were accepted or pulled from the specified queue(s), including both percentages and number of interactions that were accepted or pulled by service time interval. This report is typically used for media types, such as email, for which contact center responses are expected to be slow.

The report breaks down the count of interactions placing each into one of ten time buckets according to the speed by which the interaction was accepted or pulled from the selected queue. Acceptance is triggered by the first agent who creates an outbound reply—whether or not the reply was sent. The time buckets are shown in the legend above the report in ranges of hours.

This report also provides a breakdown for the percentages of interactions that were accepted/pulled in these buckets to the total number of interactions accepted/pulled from the queue during the reporting interval. The first bucket is defined by a report variable (Accepted Agent ST1 - ST11) that amalgamates the 1st through 11th service time intervals. The Accepted Agent STI variable amalgamates all service time intervals. This report reflects distribution from the selected queue(s) only—they do not reflect the time that interactions spent queued at other unselected queue resources that the interactions might have passed through before being distributed from the queue resource(s) selected in this report.

To get a better idea of what this report looks like, view sample output from the report:
HRCXISpeedofAccept.pdf

The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:

Prompts for the Abandon Delay Report

Update the following:

Prompt Description
Start Date Choose the first day from which to gather report data.
End Date Choose the last day from which to gather report data.
Queue Group Optionally, select a queue on which to report.
Queue Optionally, select a queue on which to report.

Metrics used in the Abandon Delay Report

Metric Description
% Accepted Agent ST1 The percentage of interactions that entered this queue and were subsequently distributed and accepted by agents prior to the first service time interval to all customer interactions that entered this queue and were subsequently distributed and accepted by agents.
% Accepted Agent ST2 The percentage of interactions that entered this queue and were subsequently distributed and accepted by agents within the service time interval that was defined by the first and second service time thresholds to all customer interactions that entered this queue and were subsequently distributed and accepted by agents.
% Accepted Agent ST3 - ST19 The percentage of interactions that entered this queue and were subsequently distributed and accepted by agents within the service time interval that is bound by the corresponding service time thresholds to all customer interactions that entered this queue and were subsequently distributed and accepted by agents.
% Accepted Agent ST20 The percentage of interactions that entered this queue and were subsequently distributed and accepted by agents beyond the nineteenth service time interval to all customer interactions that entered this queue and were subsequently distributed and accepted by agents.

This measure is attributed to the interval in which the interaction entered the queue.

Accepted Agent ST1 The total number of times that interactions entered this queue and were subsequently distributed and accepted, answered, or pulled by an agent prior to the first service time service time interval threshold. If the first service time threshold is not defined, this measure uses no limit as the upper boundary of the service time interval.

Speed-of-accept thresholds are defined within the [agg-gim-thld-QUEUE-ACC] section.

Accepted Agent ST2 The total number of times that interactions entered this queue and were subsequently distributed and accepted, answered, or pulled by an agent within the service time interval that is bound by the second and third service time thresholds. If the first service time threshold is not defined, this measure uses no limit as the upper boundary of the service time interval.

Speed-of-accept thresholds are defined within the [agg-gim-thld-QUEUE-ACC] section.

Accepted Agent ST3 - ST19 The total number of times that interactions entered this queue and were subsequently distributed and accepted, answered, or pulled by an agent within the corresponding service time interval. If the first service time threshold is not defined, this measure uses no limit as the upper boundary of the service time interval.

Speed-of-accept thresholds are defined within the [agg-gim-thld-QUEUE-ACC] section.

Accepted Agent ST20 The total number of times that interactions entered this queue and were subsequently distributed and accepted, answered, or pulled by an agent beyond the nineteenth service time interval. If the first service time threshold is not defined, this measure uses no limit as the upper boundary of the service time interval.

Speed-of-accept thresholds are defined within the [agg-gim-thld-QUEUE-ACC] section.

Bound 11 - Bound 19 The upper boundary of the corresponding service time interval for both the Abandoned and Accepted Agent groups of STI measures. This value appears in the legend of the Speed of Accept (hours) report is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.


Attributes for the Abandon Delay Report

Attribute Description
Interaction Type This attribute enables data to be organized by the interaction’s type—for example, Inbound, Outbound, and Internal.
Media Type This attribute enables data to be organized by the interaction’s media type—for example, Voice, Email, and Chat.
Queue This attribute enables data within the reporting interval to be organized by the name of the ACD queue, virtual queue, interaction queue, or workbin.
Tenant Name This attribute enables data within the reporting interval to be organized by tenant.
TimeRangeKey This attribute enables the identification of time-range boundaries by tenant. These boundaries define the upper and lower limits for the service-time intervals that are used by the Speed of Accept and Abandon Delay reports.
Day This attribute enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.

For multiple-switch environments that share the same queue names across switches, refer to the Genesys CX Insights User’s Guide to learn how to customize this report to recognize a particular switch-queue combination (instead of the queue alone) to retrieve the desired results.

This report contains two custom metrics (Accepted Agent ST1 - ST11 and Accepted Agent STI [different from Accepted Agent ST1]) based on formulas that are derived from CX Insights metrics. The custom metrics are specific to this report only—they do not reside in the CX Insights projects.

This report relies heavily on the configuration of thresholds in your environment. Refer to What Are Aggregation Thresholds? in the Reporting and Analytics Aggregates Deployment Guide for more information.

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This page was last modified on April 20, 2017, at 11:41.