Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  "ACD Wait Reason" Alternative in Genesys Cloud

    Posted 05-16-2023 17:01
    No replies, thread closed.

    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
    ------------------------------


  • 2.  RE: "ACD Wait Reason" Alternative in Genesys Cloud

    Posted 05-16-2023 22:54
    No replies, thread closed.

    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
    ------------------------------

    Original Message


Related Content