Genesys Cloud Reports: Definitions and Key Metrics
Abandonment Rate
This metric represents the number of abandons compared to the number of calls offered to Genesys Cloud ACD for agent selection. Some industries issue abandon rate standards or guidelines, while some industries are regulated by abandoned rates. This metric can indicate which queues are not staffed to handle interactions in a timely manner. Formula: Abandoned in Assignment/Offered to Assignment. Pertains to the distribution queue and the contact center.
Agent Topics
Topics identified from transcripts of conversations between external (customer) and internal (IVR, ACD, agent, conference, or voicemail) participants, based on filter criteria.
Answer
A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
ASA
The average amount of time that it takes from the initial arrival of an interaction into the interaction management system to the delivery of that interaction to an endpoint—for example, the average amount of time that a caller will wait in queue for an agent to become available. The unit of measurement is influenced by the average length of each call, the number of agents who are available, and the total number of calls that are arriving.
Average ACW
The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Average Handle
The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls, it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled.
Average Hold
Average hold time (AHT): Hold time per interaction segments/# of interaction segments.
Average Sentiment Score
An expert evaluator may be selected to score a calibration evaluation. The expert evaluator’s evaluation is the scoring index. The scoring index is the baseline against which Genesys Cloud measures all other calibration evaluations. The calibration results indicate the deviation of each calibration evaluation rating compared to the scoring index.
Average Talk
This metric represents the average amount of time an agent spends interacting with a customer per talk segment for a defined period of time. Calculation: Talk time per interaction segment/# of talk segments. For example, an agent handles ten calls, each with two talk time segments of three minutes each. 3,600 sec/20 segments = 180 seconds or 3 minutes. Talk segments occur each time an agent talks to a customer. For example, an agent talks with a customer for two minutes, then places the customer on hold for two minutes. The agent returns to talk to the customer for two more minutes, and then disconnects. There are two talk time segments for this interaction. Only interactions that end within a given time period are used to calculate the average talk time for that period.
Average Wait
The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.
Handle
The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after-call work.
Hold
Hold time – Genesys Cloud Resource Center (mypurecloud.com).
Interactions
An interaction is a communication (or series of communications) between two or more individuals or connection points (for example, an IVR), using any one of a variety of channels, such as a call, callback, web chat, email, or message. An interaction is also referred to as a conversation.
Negative Instances
Empathetic examples that respond to a negative event.
Negative Interactions
Sentiment analysis provides insight into a customer’s attitude (positive, negative, or neutral) throughout an interaction. For more information, see Understand sentiment analysis.
Negative Interactions %
Sentiment analysis provides insight into a customer’s attitude (positive, negative, or neutral) throughout an interaction. For more information, see Understand sentiment analysis.
Neutral Interactions
Sentiment analysis provides insight into a customer’s attitude (positive, negative, or neutral) throughout an interaction. For more information, see Understand sentiment analysis.
Neutral Interactions %
Sentiment analysis provides insight into a customer’s attitude (positive, negative, or neutral) throughout an interaction. For more information, see Understand sentiment analysis.
No Topic Detected
The Topic Trends summary view displays a list of topics from transcripts of conversations between external (customer) and internal (IVR, ACD, agent, conference, or voicemail) participants, based on filter criteria. Interactions with no topics are summarized in the No Topics Detected row.
Offer
The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Positive Instances
Empathetic examples that respond to a positive event. Example: “I’m glad that you got on the right track with it and set it up. I’m glad to hear that. Oh, I am really happy that I have helped you today.”
Positive Interactions
Sentiment analysis provides insight into a customer’s attitude (positive, negative, or neutral) throughout an interaction. For more information, see Understand sentiment analysis.
Positive Interactions %
Sentiment analysis provides insight into a customer’s attitude (positive, negative, or neutral) throughout an interaction. For more information, see Understand sentiment analysis.
Sentiment
Sentiment analysis provides insight into a customer’s attitude (positive, negative, or neutral) throughout an interaction. For more information, see Understand sentiment analysis.
Service Level
Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA).
Total ACW
After contact work (ACW) is the time after an interaction disconnects. Use this time to enter notes, select wrap-up codes, and complete any other tasks associated with the interaction. Genesys Cloud counts ACW as wrap-up time and factors it into the average handle time (AHT).
Total Handle
The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after-call work.
Total Hold
Total hold time (THT): Cumulative of all hold times for interactions.
Total Talk
This metric represents the total amount of time that an agent spent interacting with a customer, per talk segment. Calculation: Talk time per interaction. For example, an agent talks with a customer for two minutes, then places the customer on hold for two minutes. The agent returns to talk to the customer for two more minutes, and then disconnects. There are two two-minute talk time segments for this interaction. Other calculations include: Talking time only, Total talk time: cumulative talk time for all interactions, Maximum talk time: longest talk time on an interaction in a time period, Average talk time: total talk time / working interactions.
Transfer
A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
