Genesys Cloud - Main

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls :  2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback  4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me.  Thank you,  Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

I've noticed that since the 27th Aug the answered callbacks count doesn't match the handled callbacks...




------------------------------
Andrew Doller
Aioi Nissay Dowa Insurance Australia Pty Ltd
------------------------------

Original Message:
Sent: 09-01-2020 03:58
From: Mariama Guiro
Subject: CALLBACK MANAGEMENT

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls : 2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback 4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me. Thank you, Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

We are having the same issue on the Queue Performance.

This also has impact on the Dashboards when working with the "Answer" metric for Callbacks.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 09-01-2020 19:55
From: Andrew Doller
Subject: CALLBACK MANAGEMENT

I've noticed that since the 27th Aug the answered callbacks count doesn't match the handled callbacks...




------------------------------
Andrew Doller
Aioi Nissay Dowa Insurance Australia Pty Ltd

Original Message:
Sent: 09-01-2020 03:58
From: Mariama Guiro
Subject: CALLBACK MANAGEMENT

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls : 2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback 4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me. Thank you, Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

Hello.  Do you have support cases open that detail the change that you're now seeing over the last few days?  If so can you provide me with the case number?   If not can you log a case with details  so we can look into whether there's a discrepancy. Thanks.

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 09-01-2020 03:58
From: Mariama Guiro
Subject: CALLBACK MANAGEMENT

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls : 2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback 4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me. Thank you, Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

Hi Darlene,

We have at least 6 cases for this.

This is affecting data from JUN, JUL and AUG.

Also, there are other metrics missing:


------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 09-02-2020 07:58
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Hello.  Do you have support cases open that detail the change that you're now seeing over the last few days?  If so can you provide me with the case number?   If not can you log a case with details  so we can look into whether there's a discrepancy. Thanks.

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 09-01-2020 03:58
From: Mariama Guiro
Subject: CALLBACK MANAGEMENT

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls : 2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback 4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me. Thank you, Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

#0002798742​

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 09-02-2020 08:03
From: Paulo Mesquita
Subject: CALLBACK MANAGEMENT

Hi Darlene,

We have at least 6 cases for this.

This is affecting data from JUN, JUL and AUG.

Also, there are other metrics missing:

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 09-02-2020 07:58
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Hello.  Do you have support cases open that detail the change that you're now seeing over the last few days?  If so can you provide me with the case number?   If not can you log a case with details  so we can look into whether there's a discrepancy. Thanks.

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 09-01-2020 03:58
From: Mariama Guiro
Subject: CALLBACK MANAGEMENT

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls : 2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback 4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me. Thank you, Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

Thanks for posting case. I’ll dig into it.


Original Message:
Sent: 9/2/2020 8:12:00 AM
From: Paulo Mesquita
Subject: RE: CALLBACK MANAGEMENT

#0002798742​

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 09-02-2020 08:03
From: Paulo Mesquita
Subject: CALLBACK MANAGEMENT

Hi Darlene,

We have at least 6 cases for this.

This is affecting data from JUN, JUL and AUG.

Also, there are other metrics missing:

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 09-02-2020 07:58
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Hello.  Do you have support cases open that detail the change that you're now seeing over the last few days?  If so can you provide me with the case number?   If not can you log a case with details  so we can look into whether there's a discrepancy. Thanks.

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 09-01-2020 03:58
From: Mariama Guiro
Subject: CALLBACK MANAGEMENT

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls : 2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback 4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me. Thank you, Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

Paulo. I got an updated from the team. Can you confirm if callbacks from today look correct? A fix went out that should have corrected the behavior for new conversations. Adjusting prior dates data is still in progress.

Sent from my iPhone


Original Message:
Sent: 9/2/2020 8:12:00 AM
From: Paulo Mesquita
Subject: RE: CALLBACK MANAGEMENT

#0002798742​

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 09-02-2020 08:03
From: Paulo Mesquita
Subject: CALLBACK MANAGEMENT

Hi Darlene,

We have at least 6 cases for this.

This is affecting data from JUN, JUL and AUG.

Also, there are other metrics missing:

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 09-02-2020 07:58
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Hello.  Do you have support cases open that detail the change that you're now seeing over the last few days?  If so can you provide me with the case number?   If not can you log a case with details  so we can look into whether there's a discrepancy. Thanks.

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 09-01-2020 03:58
From: Mariama Guiro
Subject: CALLBACK MANAGEMENT

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls : 2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback 4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me. Thank you, Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

Yes, callbacks from today and metrics on the dashboards are already working fine.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 09-02-2020 08:27
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Paulo. I got an updated from the team. Can you confirm if callbacks from today look correct? A fix went out that should have corrected the behavior for new conversations. Adjusting prior dates data is still in progress.

Sent from my iPhone


Original Message:
Sent: 9/2/2020 8:12:00 AM
From: Paulo Mesquita
Subject: RE: CALLBACK MANAGEMENT

#0002798742​

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 09-02-2020 08:03
From: Paulo Mesquita
Subject: CALLBACK MANAGEMENT

Hi Darlene,

We have at least 6 cases for this.

This is affecting data from JUN, JUL and AUG.

Also, there are other metrics missing:

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 09-02-2020 07:58
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Hello.  Do you have support cases open that detail the change that you're now seeing over the last few days?  If so can you provide me with the case number?   If not can you log a case with details  so we can look into whether there's a discrepancy. Thanks.

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 09-01-2020 03:58
From: Mariama Guiro
Subject: CALLBACK MANAGEMENT

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls : 2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback 4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me. Thank you, Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

Original Message:
Sent: 9/2/2020 8:35:00 AM
From: Paulo Mesquita
Subject: RE: CALLBACK MANAGEMENT

Yes, callbacks from today and metrics on the dashboards are already working fine.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 09-02-2020 08:27
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Paulo. I got an updated from the team. Can you confirm if callbacks from today look correct? A fix went out that should have corrected the behavior for new conversations. Adjusting prior dates data is still in progress.

Sent from my iPhone


Original Message:
Sent: 9/2/2020 8:12:00 AM
From: Paulo Mesquita
Subject: RE: CALLBACK MANAGEMENT

#0002798742​

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 09-02-2020 08:03
From: Paulo Mesquita
Subject: CALLBACK MANAGEMENT

Hi Darlene,

We have at least 6 cases for this.

This is affecting data from JUN, JUL and AUG.

Also, there are other metrics missing:

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 09-02-2020 07:58
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Hello.  Do you have support cases open that detail the change that you're now seeing over the last few days?  If so can you provide me with the case number?   If not can you log a case with details  so we can look into whether there's a discrepancy. Thanks.

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 09-01-2020 03:58
From: Mariama Guiro
Subject: CALLBACK MANAGEMENT

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls : 2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback 4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me. Thank you, Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

Paulo. Checking with the team now. If you could email me your case numbers that would be appreciated. Darlene.oordt@genesys.com.

Sent from my iPhone


Original Message:
Sent: 9/2/2020 8:03:00 AM
From: Paulo Mesquita
Subject: RE: CALLBACK MANAGEMENT

Hi Darlene,

We have at least 6 cases for this.

This is affecting data from JUN, JUL and AUG.

Also, there are other metrics missing:

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 09-02-2020 07:58
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Hello.  Do you have support cases open that detail the change that you're now seeing over the last few days?  If so can you provide me with the case number?   If not can you log a case with details  so we can look into whether there's a discrepancy. Thanks.

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 09-01-2020 03:58
From: Mariama Guiro
Subject: CALLBACK MANAGEMENT

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls : 2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback 4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me. Thank you, Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

Hi all, 

Here the case number that i opened for the callback management :

0002798154

We will check during the day if the information is working properly. 

Thank you, 
Mariama.

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

Original Message:
Sent: 09-02-2020 08:16
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Paulo. Checking with the team now. If you could email me your case numbers that would be appreciated. Darlene.oordt@genesys.com.

Sent from my iPhone


Original Message:
Sent: 9/2/2020 8:03:00 AM
From: Paulo Mesquita
Subject: RE: CALLBACK MANAGEMENT

Hi Darlene,

We have at least 6 cases for this.

This is affecting data from JUN, JUL and AUG.

Also, there are other metrics missing:

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 09-02-2020 07:58
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Hello.  Do you have support cases open that detail the change that you're now seeing over the last few days?  If so can you provide me with the case number?   If not can you log a case with details  so we can look into whether there's a discrepancy. Thanks.

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 09-01-2020 03:58
From: Mariama Guiro
Subject: CALLBACK MANAGEMENT

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls : 2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback 4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me. Thank you, Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

Hi all,

Here the case number that i opened for the callback management :

0002798154

We will check during the day if the information is working properly.

Thank you,
Mariama.

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------

Original Message:
Sent: 09-02-2020 08:16
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Paulo. Checking with the team now. If you could email me your case numbers that would be appreciated. Darlene.oordt@genesys.com.

Sent from my iPhone


Original Message:
Sent: 9/2/2020 8:03:00 AM
From: Paulo Mesquita
Subject: RE: CALLBACK MANAGEMENT

Hi Darlene,

We have at least 6 cases for this.

This is affecting data from JUN, JUL and AUG.

Also, there are other metrics missing:

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 09-02-2020 07:58
From: Darlene Oordt
Subject: CALLBACK MANAGEMENT

Hello.  Do you have support cases open that detail the change that you're now seeing over the last few days?  If so can you provide me with the case number?   If not can you log a case with details  so we can look into whether there's a discrepancy. Thanks.

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 09-01-2020 03:58
From: Mariama Guiro
Subject: CALLBACK MANAGEMENT

Hi, We are working with the media type Callback since few years. 1/ We create specific queues for this kind of calls : 2/ Since few days we don't have the information in real time for this calls, we are taking the callback answered to calculate our service level ( Check the screen shot with the yellow information ° 3/ The information about answered call disappeared for the media type callback 4/ It's really important for us to understand what happenend with this calls and follow our daily activities If you have more information about releases on the reporting side, don't hesitate to contact me. Thank you, Mariama.

#Reporting/Analytics

------------------------------
Mariama Guiro
L'Olivier Assurance
------------------------------