A place to ask questions, connect with others, and stay in the know
are there plans to include an overview of active conversations (like CIC's Call Activity in Supervisor)?
We have quite a lot of queues and with the current tools it's hard to monitor.
Hi @Jeroen Van der Sandt? - sorry i missed your question before now! To clarify your request - you're looking for a single view that shows you all waiting and interacting interactions in your org, not just by queue? Something similar to what you see in the current queues activity details view on the left side of the screen (total number waiting, interacting and each waiting and connected interaction)? Is that correct? let me know if it isn't.
If it IS - that is something we have currently listed as work to be done - but the work hasn't been prioritized or started yet. I will note your interested in this feature, since it makes a difference the more customers who add their vote to a specific feature.
@Rebecca Gibson? that's correct. I hope work will start soon!
So, I'd like our supervisors to be able to see what's going on in one view instead of having to scroll through 100+ queues and having to open those that have active/waiting interactions.
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.