Genesys Cloud CX

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  • 1.  Disconnected metrics

    Posted 04-24-2017 19:55

    Hi there,

     

    Are there any reports to show disconnected calls and emails, by agent or otherwise?

     

    Thanks!

    -Emily



  • 2.  RE: Disconnected metrics

    GENESYS
    Posted 04-27-2017 20:47

    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:

    https://developer.mypurecloud.com/api/rest/v2/analytics/index.html#postAnalyticsConversationsDetailsQuery

     



  • 3.  RE: Disconnected metrics

    Posted 10 days ago
    Hi @George Ganahl .Do we need the same report for the calls that we disconnect in the inboud flow for a queue for example .. when customer exced the limit of 3 minutes waiting, we disconnect the call. Or maybe this type of disconnection information can be reported in the queue like we can see for offer/answer/abandon?

    Thanks in advance.​

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    Sara Calle Abad
    Sabio Ibérica, S.A.
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