Next contact avoidance (NCA) KPI measures efficiency by tracking the number of customers who did not contact the contact center within the next seven days of their previous interaction, known as the lookup period. An interaction is successfully tagged as avoided contact when the customer does not start another interaction within the lookup period. 

What is the impact lookup period for the NCA KPI optimization?

After you enable the NCA KPI optimization on a queue, the first results appear after the lookup period of seven days. The results are accurate after eight more processing days. 

Can I edit the lookup period?

The lookup period is predefined; you cannot configure or edit it.

How does Genesys Cloud track NCA?

Genesys Cloud tracks NCA on all queues; you cannot disable NCA tracking.

Genesys Cloud does not track the intention of the interaction to calculate NCA; all queues and all media types within the organization are considered for NCA tracking. For example, a customer makes their first call to report a lost credit card and, in their subsequent interaction in the next five days, sends an email to check on their insurance claim. In this case, the second interaction is still considered as the next contact by the same customer. You do not need external contacts to track NCA. However, if the repeat contact is from a different media and external contacts are not linked, Genesys Cloud considers the interaction to be associated to a new customer and does not link it with the previous interaction to track it for NCA metrics. 

How can I know the benefit that I derive from the NCA KPI?

You can perform comparison test and benefit assessment via the NCA KPI. From the queue performance report, you can view the number of interactions that did not have next contact projected under the Benefit section. Genesys recommends that you run a benefit assessment to identify the queues with the highest optimization potential. For more information, see Predictive routing queue detail view.