What changed
In the Agent Workitems Performance and Queue Workitems Performance views, Genesys renamed the existing Answered metric to Answer Attempted. It covers workitems an agent attempted to respond to, including declined and timed-out ones. A new Answered metric counts only workitems accepted by an agent.
Vendor documentation (opens in a new tab)Why it matters
The same label now means something different. Reports, saved views or exported targets built on the old Answered figure can show an apparent drop after the change that reflects the definition, not performance.
CxCave practical context
Who should care
- Supervisors
- Work automation administrators
- Reporting teams
Action
REVIEWCheck workitem dashboards, saved views and KPI targets that reference Answered. Decide whether they should track Answer Attempted or the new Answered metric, and annotate trend comparisons across the change.
CxCave recommendation, not a vendor mandate unless explicitly stated.