A place to ask questions, connect with others, and stay in the know
Are there any reports to show disconnected calls and emails, by agent or otherwise?
Any calls or emails that show up in a report are historical, and thus have already disconnected, so you can run the Interaction Details Report to see individual interactions for a specific user or users.
You would have to create a custom report using the PureCloud API to see disconnected calls and emails that never reached a user:
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.