Genesys Cloud - Main

Hi,

We use this feature a lot in Genesys PureConnect and wondering what would be the alternative in Genesys Cloud to display information about ACD waiting interactions. ACD waiting interactions indicates the reason why an interaction is waiting to be connected to an agent (ex: "No available agent with skill – Spanish")
Here is the TR Link forPureConnect  ACD Wait Reason:
Eic_AcdWaitReason

Genesys		remove preview
Eic_AcdWaitReason This attribute is used to display information about ACD waiting interactions. It indicates the reason why an interaction is waiting to be connected to an agent. View this on Genesys >

Thank you,

-Sanjaya

#PlatformAdministration
#Routing(ACD/IVR)

------------------------------
Sanjaya Purnomo
Sutter Health
------------------------------

Yes, that is one missing element in Genesys Cloud.  In the Queue Activity Detail, you can see waiting interactions and the skill attached to each and you can see all the agents, so if you sort by idle, you can compare the skills of the waiting with those agents ready to take a call, but you won't see utilization information or lack of media type like you can in PureConnect.  Here is an Idea I put in a couple of years ago:  ACD Wait Reason Columns | Genesys Cloud Ideas Portal (aha.io)

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------