Feature coming soon: Workspace default time zone selection, view level time zone selection

Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • AnalyticsData Export All
  • Routing > Queue > View
  • UI > Supervisor DNIS Performance > View
  • UI > Supervisor Queue Details > View

The DNIS Performance Detail view displays statistics based on a specific DNIS a customer dials to reach your contact center. These statistics can help supervisors determine performance issues with a specific DNIS in one or multiple queues. 

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

  1. Click Performance > Workspace.
  2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

View data for a DNIS

  1. Click Performance > Workspace > DNIS Performance.
  2. To see more details for a specific DNIS number, from the DNIS Performance view, click a DNIS. 
  3. To see the most current data, click Refresh . This view does not update automatically. 
  4. To save the view with your filter and column settings, click Save .
  5. To export the data in the view, click Export .
  6. To view a summary graphic of a metric, at the top of the page, click that metric.

View aggregate data for multiple DNIS numbers

  1. Click PerformanceWorkspaceDNIS Performance.
  2. On the DNIS Performance view, in the Filter by full DNIS field, search for and select multiple DNIS numbers.
  3. Near the list of DNIS numbers you selected, click View as group. Genesys Cloud displays the DNIS Performance Detail view with aggregate data for the DNIS numbers you selected. 
  4. To see the most current data, click Refresh . This view does not update automatically. 
  5. To save the view with your filter and column settings, click Save .
  6. To export the data in the view, click Export .
  7. To view a summary graphic of a metric, at the top of the page, click that metric.

Customize the view

Customize the DNIS Performance Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

Note: You cannot select dates before November 1, 2018.

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks

To use a preset to filter metrics, complete the following steps:

  1. To display the date filter, click the date.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
Today Shows data for the time period that includes the current interval.
Yesterday Shows data for the previous day.
This week Shows data for a Sunday through Saturday time period.
Last week Shows data for the previous week, Sunday through Saturday.
Previous 7 days Shows data for the previous seven days.
This month Shows data for the current month, with no extra days.
This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months. For example, Nov 1 2022 – Jan 31 2023.
Day Shows data for a single 24-hour day.
Week Shows data for a Sunday through Saturday time period.
Month Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

To use a custom date range to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow .

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon show/hide chart icon.

To show or hide topic columns, click  and then search or scroll to select the columns you want to view. 

To rearrange topic columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 topic columns.

For more information about the metrics shown in the columns, see the Available Columns section in this article.

To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

Interaction filters

Filter Description
Queue

Displays metrics for interactions associated with the selected queues.

Filter for multiple queues at one time by entering other queues and searching again.

Skills

Displays metrics for interactions with agents who have the selected skills.

Filter for multiple skills at one time by entering other skills and searching again.

Languages

Displays metrics for interactions with agents who have the selected languages.

Filter for multiple languages at one time by entering other languages and searching again.

User

Displays metrics for interactions associated with the selected users.

Filter for multiple users at one time by entering other users and searching again.

To see and select inactive users in the User filter search, select Include inactive users.

Wrap-Up

Displays information for interactions that have the selected wrap-up codes.

Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.

Originating  Direction

The initial direction of the interaction, such as inbound or outbound.

Provider

The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.

 
Routing Used

Displays the routing method that was used to get to the agent who answered the interaction.

The routing data is relevant beginning September 5, 2020.

 
Routing Requested

Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out.

The routing data is relevant beginning September 5, 2020.

 
External Tag

Displays information for interactions that have the External Tag attached to the conversation record.

Note: External tag data is not available for web chat interactions.

To filter by information about the Predictive Engagement journey details of the interaction:

  1. Click Filter
  2. Click the Journey tab.

Journey filters

Filter Description
Has Customer Journey Data Displays data for interactions that have customer journey data related to Predictive Engagement.
Proactive Displays data for interactions where Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.   

To filter by information about External Contact details of the interaction:

  1. Click Filter
  2. Click the External Contact tab.

External Contact filters

Filter Description
External Contact

Displays information about interactions associated with the selected external contact. You can filter for:

  • Contact name
  • Address
  • Phone number
  • Email address
  • Organization name
  • Custom fields  

When you filter by external contact, the contact name appears with the associated organization name. 

Filter for multiple external contacts at one time by entering another contact and searching again.

Enable Include merged contacts to search all the contacts that relate to the external contacts in the filter.

Note: You can associate each merged contact with many individual contact IDs. When you enable the Include merged contacts, all merged contact IDs are automatically added to the search. The search filters are limited to 200 total search dimensions.

For example, if you merge one contact into five other contacts, the search, performed along with the merged contacts, filters a total of six contacts. If an organization heavily uses the merged contacts, a search for a few external contacts can hit the search filter limit.

External Organization

Displays information about interactions associated with the selected external organization. You can filter for:

  • Organization name
  • Address
  • Phone number
  • Custom fields

Filter for multiple external organizations at one time by entering another organization and searching again.

Available columns

Your customizations determine which metric columns the view shows.

Column Description
Column Description
DNIS The number dialed by the calling party. 
Offer

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

Answer %

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

Answered (in Answered % column)

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.

Abandon %

The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

Calculated by: (Abandoned Count / Offered Count) * 100

Flow-out

Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

ASA

The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

Note: Raw values are provided in milliseconds.
   

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). For more information about setting the service level target, see Create queues or Edit or delete queues

Note: In the skill group row, the Service Level target displays a -. To view individual queue service level target values for each queue, click the + to expand the row.

The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is:

service level calculation

Number of Conversations Answered within SLA

The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold.   

Calculated by:  (Answered Count – SLA Violation Count) 

Total Number of Conversations

The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations.

  • Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation.
  • Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see Configure abandon intervals for the Abandon Intervals Metric view. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator.
  • Include Abandons in Calculation: Abandons are conversations where the waiting party disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. 

As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is:

service level calculation formula

Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.

Handle

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

IVR

The number of times interactions entered an IVR. An interaction can enter an IVR more than one time.

Avg IVR

The average amount of time interactions that enter an IVR stay in an IVR.

Calculated by (Total IVR time / number of interactions with IVR)

Total IVR

The total amount of time that interactions spent in IVRs.

Avg 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


In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.
Avg Talk

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

Avg Hold

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

Avg ACW

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

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 Talk

The total number of segments where an agent spent time talking/interacting on a conversation

Total Hold

The cumulative hold time for all interactions.

Total ACW

The cumulative time spent in after-call work (ACW) on all interactions. 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. 

Hold

The number of interactions with holds.

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. 

Connection

The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.

Transfer %

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / interactions answered) * 100

Max Abandon

The maximum time of an abandoned interaction for the selected interval.

Min Abandon

The minimum time of an abandoned interaction for the selected interval.

Max Wait

The maximum amount of time spent waiting in queue for the selected interval. 

Min Wait

The minimum amount of time spent waiting in queue for the selected interval.

Max Talk

The maximum amount of time spent interacting for the selected interval.

Min Talk

The minimum amount of time spent interacting for the selected interval.

Max Hold

The maximum amount of time spent on hold for the selected interval. 

Min Hold

The minimum amount of time spent on hold for the selected interval.

Max ACW

The maximum amount of time spent on after call work for the selected interval.

Min ACW

The minimum amount of time spent on after call work for the selected interval.

Over SLA

Number of interactions that were over the defined Service Level.

Met SLA

Number of interactions that met the defined service level.

Short Abandon

Number of interactions that were short abandoned.

Short Abandon %

Percent of interactions that were short abandoned.

Abandon – No Short

Number of abandons excluding the short abandons.

Abandon – No Short %

Percent of abandons excluding the short abandons.

Outbound Attempt

Attempted outbound interactions for Dialer campaigns.

Voicemail

Count of voicemails received.

 

Abandon

The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

 

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. 

Max Handle

The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

Min Handle

The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

Max IVR

The maximum amount of time interactions that enter an IVR stay in an IVR.

Min IVR

The minimum amount of time interactions that enter an IVR stay in an IVR.

Talk

The number sessions where user(s) interacted during conversations.  A session includes the point where the agent joins the conversation to the point where they disconnect. 

Total Abandon

The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.

Total 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.

Wait

The number of interactions that waited in the queue.

Avg Flow Out

The average amount of time an interaction spends in queue before it flows out.

Calculated by: Total Flow Out Time / Count of interactions with flow-outs

For more information, see Queues Performance Summary view.

Max Flow Out

The maximum amount of time an interaction spends in queue before it flows out.

For more information, see Queues Performance Summary view.

Min Flow Out

The minimum amount of time an interaction spends in queue before it flows out.

For more information, see Queues Performance Summary view.