Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Interaction Details by Queue/ Workgroup

    Posted 05-06-2021 10:38
    No replies, thread closed.
    Hello!

    I'm looking for a way to get interaction details for ACD queue calls. Similar to the User Call Details report, but for whole Queues/ Workgroups rather than individual agents. I've searched through all of the reports in Interaction Reporter and wasn't able to find anything, does anyone know how I can accomplish this? 

    Thank you, 
    Jessica Rapozo-Hansford
    Real Estate Business Analyst, CUTX
    #Reporting/Analytics

    ------------------------------
    Jessica Rapozo-Hansford
    Credit Union of Texas
    ------------------------------


  • 2.  RE: Interaction Details by Queue/ Workgroup

    Posted 05-06-2021 17:13
    No replies, thread closed.
    Hello Jessica,

    I cant find standard GC Call Details report for the whole Queue. But you can try to use GC API and build own reporting.

    We already implemented solution for extracting GC Raw Data in csv format for integration with multiple BI platforms.
    • Conversation Details.
    • Conversation Attributes.
    • Evaluations
    • Queue Membership.
    • Primary presence.
    • Routing statuses.
    • Users
    • Wrap-ups
    Or GUI where it is possible to extract Interaction Details for multiple queues and media types.
    Genesys Cloud Reporting App

    I'm glad to help you, my mail address is below

    ------------------------------
    Taras Buha
    taras@noralogix.com
    www.noralogix.com
    ------------------------------



  • 3.  RE: Interaction Details by Queue/ Workgroup

    Posted 05-11-2021 12:07
    No replies, thread closed.
    Hello Taras, 

    thank you for the info, I'll be sure to reach out if we decide to go that route! 

    Thank you, 
    Jessica Rapozo-Hansford
    Real Estate Business Analyst, CUTX 

    ------------------------------
    Jessica Rapozo-Hansford
    Credit Union of Texas
    ------------------------------

    Original Message


Related Content