Dear colleagues,
maybe you could help me out with advice on a task I am working on.
So apparently in Genesys Cloud a user can be offline (for whatever reason) but an interaction ongoing with this user. As on such screenshot
Needless to say this is meaningless for our KPIs and customers so we would like to be able to track those down if it happens and at least know about them to request to disconnect them manually asap.
The task is to quickly and conveniently display all users (or respective conversations) within a division, that match such criteria: user is "offline" and interaction is ongoing.
The closest I got to is: using Agent Status Display, i have two columns there: "Status" and "Interactions" - both blue so real-time, now if only I could filter them to set criteria: status = offline, interactions > 0. But this view has no filter whatsoever! What's more if I export the data into a CSV the "Status" and "Interactions" columns are not even there anymore (i ticked "all columns" during export). Disappointment.
Hope this explains what I am trying to do. Could you please give some idea how you would tackle this?
Maybe some API request would do it? Brief look upon those did not help me but then I am not super proficient yet.
Thank you all in advance.
Best regards
Anton
#Alerts#AnalyticsAPI#Dashboards#PerformanceExports#PerformanceViews------------------------------
Anton Dudko
Genesys Cloud Support Expert BRQ
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