Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Identifying Preview Time in Reports

    Posted 09-22-2023 12:12
    No replies, thread closed.

    Hello,

    We would like to include the time spent in preview (after accepting a preview call, but before dialing it, where agents can research the lead and the like) in our reporting. While the old reporting system appears to have included a preview time metric, the new Performance > Workspace system does not have it as an option in the Agent Performance or Agent Status views. Is there anywhere else to get the preview time metric, and anywhere else to get data on the time agents spend in each part of a call?


    #Reporting/Analytics

    ------------------------------
    Richard Tuovila
    7x Powered Canada Limited
    ------------------------------


  • 2.  RE: Identifying Preview Time in Reports

    Posted 10-01-2023 13:05
    No replies, thread closed.

    Genesys added these two metrics for callbacks a few months back:

    I have not looked, but can you see if you have these metrics for the preview calls?  That would show this.   Otherwise, try subtracting Total Dialing from Total Contacting.  



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

    Original Message


Related Content