This is the first installment of three videos that are dedicated to answering your questions around Reporting and Analytics. Matt Lawson joins Product Managers @Laurie Nelson and @Nikhil Ponnam to talk about questions concerning "Visualization Tools." ...

Hey Everyone, Who's ready for a three-part Reporting and Analytics Q&A Show series? This is an exciting collaboration between the Community Team and our amazing product management team who works on the reporting and analytics features that you ...

Welcome to the Reporting & Analytics community! We want to make this community your first port of call for Reporting & Analytics. As a community it will be great to help each other get the most out of all the available features in Genesys ...

Hi Dears, I am trying to know how to get the values of the fields "Contact Abandon" and "True Abandon" of the Campaign Performance Detail Report via API using the endpoint /api/v2/analytics/conversations/aggregates/query. I could see using the ...

We have post call SMS text surveys which provide the customer a text with a link to complete the survey. We want to confirm that the default expiration date for the customer to use that link is 90 days, and if so, is there a way to change that? If not, ...

Hi Rob, I think you would be able to pull this from the Conversation Details via the API, but there isn't a report that shows the number of transfers to they made to a specific extension/queue etc out of the box. I found the following: Transfer Reporting ...

Hi, My organization is in the process of creating a meric around Hold Time. Can someone share how they are measuring Hold Time and what are the thresholds for Meets and Exceeds? #Calculations #Metrics ------------------------------ Adrian Brantley ...