Genesys Cloud CX

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  • 1.  Monitor Interaction Priorities - Real Time

    Posted 12-03-2021 08:36

    Afternoon All,

    New to Cloud only recently activated our Org and loving it.  Moving from PureConnect to Cloud we have been asked if we can monitor Interactuion Priorities real-time.

    Any help or insight would be approciated.

    Thank you Phil


    #Reporting/Analytics

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    Philip Penn
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  • 2.  RE: Monitor Interaction Priorities - Real Time

    Posted 12-03-2021 10:57
    No way to do this now although the metric is there to grab with the API.  Vote/Comment on this idea:  https://genesyscloud.ideas.aha.io/ideas/ANLS-I-893

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Monitor Interaction Priorities - Real Time

    GENESYS
    Posted 12-06-2021 08:26
    Hi folks - just a quick follow-up question from product management:  Genesys Cloud routes interactions based on their 'interaction score' which is the combination of time in queue (in minutes) plus the priority value (which is used as a time offset).  As such, an interaction that has been waiting in queue for 5 minutes with a priority of 10 will have an interactions score of 15.  A minute later, that score would be 16 and so on as it waits in queue.

    Would you want to see just the priority value or would you want the interactions score?  (I'm not sure if this is feasible simply based on the fact that it will increment every minute - but its something I could check on.

    Let me know.

    Thanks,
    Chris

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    Chris Bohlin
    Product Manager - PureCloud
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  • 4.  RE: Monitor Interaction Priorities - Real Time

    Posted 12-06-2021 10:21
    Score would be required.  I assume the initial priority should be known.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 5.  RE: Monitor Interaction Priorities - Real Time

    Posted 12-07-2021 08:14
    Seeing the score would provide more insight and confidence in the system.

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    Penny Petrie
    Camis Inc
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