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  • 1.  Additional customer information in Queue Activity Detail view

    Posted 06-02-2022 05:52
    No replies, thread closed.
    Hello,

    In last week's Release Notes, a new feature came out called: Additional customer information in Queue Activity Detail view
    (https://help.mypurecloud.com/releasenote/may-25-2022/)

    Additional customer information in Queues Activity Detail view

    Contact managers and supervisors can now see customer emails and phone numbers in the Waiting and Interacting tables in the Queues Activity Detail view, when applicable. For more information, see Queues Activity Detail view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.


    Now, we can see the ANI calling as the follwoing:



    I would like to know if there is an option where we can activate/deactivate this information since it was mentioned "If applicable" !
    Is there any permission to hide the ANI if it is needed ?

    Kind Regards,

    Charaf
    #Reporting/Analytics

    ------------------------------
    Charaf Chemlal
    Mentat Conseil SAS
    ------------------------------


  • 2.  RE: Additional customer information in Queue Activity Detail view

    Posted 06-03-2022 09:52
    No replies, thread closed.
    Hello Charaf!  This feature is not gated by a permission.  The note about the data being available when applicable is noting that we'll only display the ANI if the ANI information is available.  Some inbound carriers can mask ANI information, internal transfers can arrive to the queue without ANI information, and non-voice channels can also not supply ANI information.  We'll display this information when available.

    A user of this view must have Analytics > Conversation Detail > View permissions.  With that requirement, users of this view would always have had access to ANI data previous to the release of this feature.

    If masking is a requirement for you, you're welcome to submit an idea to our ideas portal to note your use case.  https://genesyscloud.ideas.aha.io/ideas

    ------------------------------
    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
    ------------------------------

    Original Message


  • 3.  RE: Additional customer information in Queue Activity Detail view

    Posted 06-03-2022 11:47
    No replies, thread closed.
    Thank you Ryan, it is clear for me now :)

    Kind Regards,

    Charaf

    ------------------------------
    Charaf Chemlal
    Mentat Conseil SAS
    ------------------------------

    Original Message


  • 4.  RE: Additional customer information in Queue Activity Detail view

    Posted 06-03-2022 19:58
    No replies, thread closed.
    It would be great if we could choose region or ANI and also have this reflected in the dashboards.

    The fact we cannot remove the Remote column of this tile on a dashboard is a problem for some customers and it shows the same info most of the time.


    Original Message


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