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  • 1.  New Queues Activity View - Sept 2017

    Posted 09-12-2017 13:33

    ?What do others think about the new Queues Activity view?  We currently have an open case as we have refresh/caching issues where the calls do not clear correctly. It may be we notice this more than others as our supervisors have this view open on a second screen at all times. Once this is fixed overall I think it has potential and some good improvements. A few areas we would like to see as follows...

    • Over time on ‘On Queue’ status is not overly useful. It would be helpful if this changed to ‘Idle’ when the agent was idle.
    • It is great you can now see a status of ACW. It would be useful to see time in this state.
    • We have interval and overall service level on this dashboard. We would like to see the same data for abandonment percentage also.
    • We would like to see the duration in the waiting top left pane to display time in queue as total duration including IVR time is not helpful.
    • A great feature would be to see the real time adherence status for each agent on this screen, rather than needing to go into another dashboard. For example perhaps just a colour or icon that shows positive, neutral, negative.
    • We use the secondary status more than primary. It would be useful to be able to set secondary as the default so you don’t have to toggle it on each time you load the screen.


  • 2.  RE: New Queues Activity View - Sept 2017

    Posted 09-12-2017 19:02

    Hi Jason,

    Thanks for the feedback! We are doing our best to quickly resolve your support case. Some of your suggestions are improvements that we are already planning, but I will direct all of these notes to our Product Management team.

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