Genesys Cloud - Main

Hi,

I just found out that there are Chat specific fields now available, namely "Total First Response", "Average Agent Response", and "Average Customer Response". I saw these fields in the Agent Performance Report and the Interactions report; I was able to export them in the Agent Performance but for some reason they are not being exported in the Interactions Report. Is this a bug or an issue? I am not sure how to report these.

Thank you,

Poul Dizon

Hello Poul, 

This looks like it maybe something support would need to look at. I recommend opening a support ticket to get this looked at. 

Cheers, 

Thanks for the response. How do I create a support ticket? I am kinda new with Genesys.

Hello Poul, this links might help https://help.genesys.cloud/articles/contact-genesys-cloud-care/

https://www.genesys.com/services-and-support

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------