Genesys Cloud - Main

Hi may i ask some query about email reporting. please below questions:

1. The "Longest Waiting" system in emails displays fewer days than the received date suggests. For instance, on 20/02/2024, the system indicates a longest waiting period of 6 days, while the email was received on 29-Jan-24.<u5:p></u5:p>
2. The timeline in emails reflects business days, excluding weekends. It raises the question of whether the reporting is based on business days or calendar days.<u5:p></u5:p>
3. Can we expand the view of emails in the waiting list or search for pending emails?<u5:p></u5:p>
4. Can we access transcripts of pending emails to discern priority emails?( not yet assigned to a user)

#Reporting/Analytics
#Routing(ACD/IVR)

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Dennis Cantina

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Let me try to answer some questions:

1. So, you may see Emails waiting, but it depends on what you are looking at.  Which view are you seeing this in?  If you are looking at Max Wait, that would be a static value for the longest wait of all the interactions in that view.  Could you send a screen shot or where you are looking at this?
2. Timelines are reflected over total days.  There is nothing that accounts for business hours or days for waiting or handling over these off times.
3. You probably want to do that in the Interactions View and then show things like Subject and From columns.  If you are looking for better views, wait for the upcoming preview feature out later this year.  Also, AppFoundry has a few good Email applications that offer more features than the standard ones in GCx.
4. You can run Emails through an Email flow and examine the subject or body for particular words or phrases and route or skill the Emails accordingly. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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