Workforce Engagement Management

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  • 1.  How to Get Actual Concurrency for Chat/SMS queus

    Posted 09-25-2023 13:38

    Hi Guys,

    Crowdsourcing: Does anyone know where to find actual chat concurrency in Genesys Reporting? E.g. we set our max conccurrent messages to 2 but wanted to validate if that is ever the case in reality. Thanks!


    #WorkforceManagement
    #Scheduling
    #Performance Management
    #Interaction Analytics

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    Jefferson Dela Cruz
    Thumbtack, Inc.
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  • 2.  RE: How to Get Actual Concurrency for Chat/SMS queus

    Posted 09-29-2023 09:48

    I would also like this...I don't think WFM understands concurrency, so I'd like to figure out if Genesys is calculating it at all.



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    Brent Price
    Applied Systems
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