Genesys Multicloud CX

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  • 1.  Hold Instance Reporting

    Posted 06-15-2021 04:24
    Morning Community!

    I have an ask I'm not having much joy with. Reaching out for help.

    Our planning team would like to assess the rate of hold use, on inbound calls, in the CC.
    If I take a simple view and the question is binary (was hold used or not), no worries, I can assume that it there is any time in the hold metric then it's a 'yes'.
    However, the ask is not a binary 'yes or no', it's to review hold count per call.
    This I can't find anything nice and easy to use.

    Has anyone had a similar ask and how did you solve it if so?

    Cheers

    Kenny
    #Reporting/Analytics

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    Kenny Lang
    Hutchison 3G UK Limited
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  • 2.  RE: Hold Instance Reporting

    Posted 06-16-2021 03:23
    Hi Kenny,
    I am asuming you are talking about GCXI reporting here. Have a look at adding one of the metrics called  "Hold" to the report. this should bring back the count of times the caller was put on hold?

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    Sean Mahon
    Telstra Corporation Ltd
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  • 3.  RE: Hold Instance Reporting

    Posted 06-16-2021 04:00
    Hey Sean,

    Yeah, I had a look at that metric on GCXI (or the multiple versions).
    Those are good for summary level, for queue and agent, but it doesn't look like there is anything at interaction level.
    Am I wrong there and one of the metrics is?

    Cheers Sean

    Kenny

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    Kenny Lang
    Hutchison 3G UK Limited
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