Genesys Cloud - Main

Hello! My team has run into the problem of needing to edit task times they have tracked in Genesys, but not being able to. This has intern made it difficult to calculate accounts done per hour. Is there a way my team or I can edit task times within the workspace? Thank you!

Hi,

I'm interested more in the whole use case you have. Why are you editing time in the Workspace, and I am assuming you mean the analytics workspace?

Thanks 

Hey,

More on editing time on the agent side or me editing time in the workspace. Some agents have forgotten to change their status, but we use their status tracking for account time measurements. We would like the statuses to be as accurate as possible, but human error does occur. For reference, we have used Paymo in the past to track status changes. I understand that Genesys is different, but I was not sure if Genesys had some of the same capabilities.

Thank you!