A place to ask questions, connect with others, and stay in the know
My org would like to introduce the Bullseye routing feature on a couple of our queues, to widen the pool of agents during busy time periods. We have no issues with the setup, the question I have been posed by the CC teams are how they can report on how many calls are overflowing to the widened pool of agents, how many interactions they are handling in these queues.
As far as I can see, there is no such specific reporting in Genesys, I wasn't able to find anything online either.
Any guidance would be appreciated.
I checked 'Participant Data' under the Interaction, but there is no reporting on what happened inside of the queue. The 'Timeline' doesn't have information to explain what ring someone was in either.
I know that isn't reporting, but it would be nice to have that information readily available to a Supervisor or Admin in those locations.
Hi Chris,Great & thanks for the update.Look forward to seeing this released!Regards,
Thank you Cameron, this is an excellent explanation of routing options. It's definitely going into the ACD Training folder!
Business Applications Consultant | Avtex
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