Workforce Engagement Management

@Tracy Vickers

For the Insights app, can someone explain what "on queue" is? For queue monitoring, things look correct expect for that. 

For example, my queue as shown in the app has 0 waiting, 18 interacting, -9 on queue, and 43 off queue. All is correct but the on queue. Any help? This is repeated in any queue I'm viewing in the app.

Hey Shannon,

I'm trying to find the answer for you.

@Tracy Vickers

For the Insights app, can someone explain what "on queue" is? For queue monitoring, things look correct expect for that. 

For example, my queue as shown in the app has 0 waiting, 18 interacting, -9 on queue, and 43 off queue. All is correct but the on queue. Any help? This is repeated in any queue I'm viewing in the app.

Thanks Tracy. One more question, when checking this morning I see the stats in the queue include yesterday's intervals. Is that as designed? 

I attached an image that shows close of business yesterday and open today. The "total" data at the top is combined, so I can't actually use it to determine how the day is going. I fully logged out and logged back in and have the same issue. 

Hey Shannon,

I'm trying to find the answer for you.

@Tracy Vickers

For the Insights app, can someone explain what "on queue" is? For queue monitoring, things look correct expect for that. 

For example, my queue as shown in the app has 0 waiting, 18 interacting, -9 on queue, and 43 off queue. All is correct but the on queue. Any help? This is repeated in any queue I'm viewing in the app.

Hi again Shannon,

That view is the last 24 hours of data. An interday view is a great and useful idea that we'll consider adding moving forward.

Thanks Tracy. One more question, when checking this morning I see the stats in the queue include yesterday's intervals. Is that as designed? 

I attached an image that shows close of business yesterday and open today. The "total" data at the top is combined, so I can't actually use it to determine how the day is going. I fully logged out and logged back in and have the same issue. 

Hey Shannon,

I'm trying to find the answer for you.

@Tracy Vickers

For the Insights app, can someone explain what "on queue" is? For queue monitoring, things look correct expect for that. 

For example, my queue as shown in the app has 0 waiting, 18 interacting, -9 on queue, and 43 off queue. All is correct but the on queue. Any help? This is repeated in any queue I'm viewing in the app.

Thanks Brian. The use case for the app then is more so for interval information and in the moment alerts. (?)

I want to share this with our Ops team, but I know they will be looking for things like daily wait times/stats and what not, which will not be available until we can configure the hours. Can you also add to the would-be-nice-list a historical view, where we can pick a day or range or days.

Hi again Shannon,

That view is the last 24 hours of data. An interday view is a great and useful idea that we'll consider adding moving forward.

Thanks Tracy. One more question, when checking this morning I see the stats in the queue include yesterday's intervals. Is that as designed? 

I attached an image that shows close of business yesterday and open today. The "total" data at the top is combined, so I can't actually use it to determine how the day is going. I fully logged out and logged back in and have the same issue. 

Hey Shannon,

I'm trying to find the answer for you.

@Tracy Vickers

For the Insights app, can someone explain what "on queue" is? For queue monitoring, things look correct expect for that. 

For example, my queue as shown in the app has 0 waiting, 18 interacting, -9 on queue, and 43 off queue. All is correct but the on queue. Any help? This is repeated in any queue I'm viewing in the app.

@Tracy Vickers

For the Insights app, can someone explain what "on queue" is? For queue monitoring, things look correct expect for that. 

For example, my queue as shown in the app has 0 waiting, 18 interacting, -9 on queue, and 43 off queue. All is correct but the on queue. Any help? This is repeated in any queue I'm viewing in the app.

I am unable to find the Genesys Cloud Insights App in the app store.  I double checked and I have an iOS higher than 16.  Should I open a ticket or is there a trick to finding it?

I am unable to find the Genesys Cloud Insights App in the app store.  I double checked and I have an iOS higher than 16.  Should I open a ticket or is there a trick to finding it?

On launch day, it can sometimes take a little while for new apps to be searchable in the App Store. You should be able to search for Genesys Cloud Insights now or find it directly at this link: https://apps.apple.com/us/app/id6448761253

I am unable to find the Genesys Cloud Insights App in the app store.  I double checked and I have an iOS higher than 16.  Should I open a ticket or is there a trick to finding it?

I just got insights installed on my iPhone and it looks great, but I am seeing a discrepancy between the total SL performance for a queue in the the iPhone App for today versus the same queue in the Gensys Cloud application on my laptop. They are both showing the same amount of calls offered and answered for the day, but the SL% is different. In the App it says 56% on the laptop 71% (the laptop view is todays Queue Performance tab from Workspace).

On launch day, it can sometimes take a little while for new apps to be searchable in the App Store. You should be able to search for Genesys Cloud Insights now or find it directly at this link: https://apps.apple.com/us/app/id6448761253

I am unable to find the Genesys Cloud Insights App in the app store.  I double checked and I have an iOS higher than 16.  Should I open a ticket or is there a trick to finding it?

I am seeing further discrepancies in the data, I am also looking at the second function in the tool tracking "Agents" (in my App it says Users not Agents). I am looking at one of the Agents and it is saying that she has been on "Meal" for 2 hours 1 minute (it is climbing every second) but in the Gensys Cloud application on my laptop, it says that she is "On Queue". The iPhone App does not appear to be very accurate, not something that you can make business decisions using. 

I just got insights installed on my iPhone and it looks great, but I am seeing a discrepancy between the total SL performance for a queue in the the iPhone App for today versus the same queue in the Gensys Cloud application on my laptop. They are both showing the same amount of calls offered and answered for the day, but the SL% is different. In the App it says 56% on the laptop 71% (the laptop view is todays Queue Performance tab from Workspace).

On launch day, it can sometimes take a little while for new apps to be searchable in the App Store. You should be able to search for Genesys Cloud Insights now or find it directly at this link: https://apps.apple.com/us/app/id6448761253

I am unable to find the Genesys Cloud Insights App in the app store.  I double checked and I have an iOS higher than 16.  Should I open a ticket or is there a trick to finding it?

I just got insights installed on my iPhone and it looks great, but I am seeing a discrepancy between the total SL performance for a queue in the the iPhone App for today versus the same queue in the Gensys Cloud application on my laptop. They are both showing the same amount of calls offered and answered for the day, but the SL% is different. In the App it says 56% on the laptop 71% (the laptop view is todays Queue Performance tab from Workspace).

On launch day, it can sometimes take a little while for new apps to be searchable in the App Store. You should be able to search for Genesys Cloud Insights now or find it directly at this link: https://apps.apple.com/us/app/id6448761253

I am unable to find the Genesys Cloud Insights App in the app store.  I double checked and I have an iOS higher than 16.  Should I open a ticket or is there a trick to finding it?

Hi Conor, 

Unless I'm misunderstanding what you're experiencing, I imagine this is similar to the above misunderstanding, where Insights is showing the SL% for the interval of the preceding 24 hours and the web app is showing the interday. We do have that more-granular interval definition as a likely future enhancement.

I just got insights installed on my iPhone and it looks great, but I am seeing a discrepancy between the total SL performance for a queue in the the iPhone App for today versus the same queue in the Gensys Cloud application on my laptop. They are both showing the same amount of calls offered and answered for the day, but the SL% is different. In the App it says 56% on the laptop 71% (the laptop view is todays Queue Performance tab from Workspace).

On launch day, it can sometimes take a little while for new apps to be searchable in the App Store. You should be able to search for Genesys Cloud Insights now or find it directly at this link: https://apps.apple.com/us/app/id6448761253

I am unable to find the Genesys Cloud Insights App in the app store.  I double checked and I have an iOS higher than 16.  Should I open a ticket or is there a trick to finding it?

Hi Conor, 

Unless I'm misunderstanding what you're experiencing, I imagine this is similar to the above misunderstanding, where Insights is showing the SL% for the interval of the preceding 24 hours and the web app is showing the interday. We do have that more-granular interval definition as a likely future enhancement.

I just got insights installed on my iPhone and it looks great, but I am seeing a discrepancy between the total SL performance for a queue in the the iPhone App for today versus the same queue in the Gensys Cloud application on my laptop. They are both showing the same amount of calls offered and answered for the day, but the SL% is different. In the App it says 56% on the laptop 71% (the laptop view is todays Queue Performance tab from Workspace).

On launch day, it can sometimes take a little while for new apps to be searchable in the App Store. You should be able to search for Genesys Cloud Insights now or find it directly at this link: https://apps.apple.com/us/app/id6448761253

I am unable to find the Genesys Cloud Insights App in the app store.  I double checked and I have an iOS higher than 16.  Should I open a ticket or is there a trick to finding it?

Hi Brian,

I have one more question, on the Queues/Agents view there is a filter that allows you to select either "All" or "Needs Attention", what are the settings for "Needs Attention", whenever I choose "Needs Attention" it does not show any queues or agents.

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Conor Twomey
American Family Mutual Insurance Company, S.I.
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Original Message:
Sent: 06-17-2024 15:39
From: Brian Dupuis
Subject: Genesys Cloud Release Notes | June 10 2024

Hi Conor, 

Unless I'm misunderstanding what you're experiencing, I imagine this is similar to the above misunderstanding, where Insights is showing the SL% for the interval of the preceding 24 hours and the web app is showing the interday. We do have that more-granular interval definition as a likely future enhancement.

------------------------------
Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI


Original Message:
Sent: 06-17-2024 13:40
From: Conor Twomey
Subject: Genesys Cloud Release Notes | June 10 2024

I just got insights installed on my iPhone and it looks great, but I am seeing a discrepancy between the total SL performance for a queue in the the iPhone App for today versus the same queue in the Gensys Cloud application on my laptop. They are both showing the same amount of calls offered and answered for the day, but the SL% is different. In the App it says 56% on the laptop 71% (the laptop view is todays Queue Performance tab from Workspace).

------------------------------
Conor Twomey
American Family Mutual Insurance Company, S.I.


Original Message:
Sent: 06-13-2024 10:29
From: Christopher Rumpf
Subject: Genesys Cloud Release Notes | June 10 2024

On launch day, it can sometimes take a little while for new apps to be searchable in the App Store. You should be able to search for Genesys Cloud Insights now or find it directly at this link: https://apps.apple.com/us/app/id6448761253

------------------------------
Christopher Rumpf
Genesys - Employees


Original Message:
Sent: 06-11-2024 11:40
From: Tonya Keith
Subject: Genesys Cloud Release Notes | June 10 2024

I am unable to find the Genesys Cloud Insights App in the app store.  I double checked and I have an iOS higher than 16.  Should I open a ticket or is there a trick to finding it?

------------------------------
Tonya Keith
Simmons Bank

Hello,

About Enhanced AudioHook Monitor configuration, I changed Queue settings for sending AudioHook Stream to third party text transcription solution (in my ORG), set Audio Monitor toggle to "On" and apply. However, seems audio stream does not send to third party text transcription solution.

Does anyone know this configuration work correct with other Org?