Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Live calls in interactions page

    Posted 11 hours ago

    Hello Team,

    Is there a native option in the Interactions page to identify only the live/active calls without relying on specific metrics or manually refreshing and monitoring the call duration changes?

    Currently, I have to refresh the page and observe whether the call duration is increasing to determine if the interaction is still live. I understand that dashboards can be configured to display real-time data based on specific requirements, but I wanted to check whether there is any built-in functionality available directly within the Interactions page to easily identify active calls.


    #Reporting/Analytics

    ------------------------------
    Sivachandran V
    Sr Lead
    ------------------------------


  • 2.  RE: Live calls in interactions page

    Posted 10 hours ago

    Hi Sivachandran,

    Yes, on the Analytics filters you should find one that says:
    "Ended", with 2 options below ("Yes" or "No"). By default both options are selected, you can remove the "Yes", and then you will only filter by Interactions that haven't ended yet.



    ------------------------------
    Marcello Jabur
    ------------------------------



  • 3.  RE: Live calls in interactions page

    Posted 10 hours ago

    Thanks Marcello! I've never used the Ended filter this way before. Good to know, definitely a useful option for quickly filtering interactions that are still active. 😊



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

    Original Message


  • 4.  RE: Live calls in interactions page

    Posted 10 hours ago

    Thanks Marcello and Phaneendra. Is there any roadmap item or planned enhancement to display a clear indicator within the Interactions page that distinguishes live (active) calls from completed (closed) calls?

    This would allow users to quickly identify active interactions without having to apply filters, refresh the page, or monitor call duration changes. A visual status indicator would greatly improve visibility and usability when viewing interactions directly from the page.

     




    Original Message


  • 5.  RE: Live calls in interactions page
    Best Answer

    Posted 10 hours ago

    Hi Sivachandran,

    From my understanding, there isn't currently a native "Active/Live only" option in the Interactions view that turns it into a real-time interaction list.

    The Interactions view contains both in-progress and completed interactions, and Genesys documentation also notes that the view does not automatically update as new interactions occur, so you need to refresh it to see the latest data.

    For monitoring currently active interactions, I would look at Queues Activity instead. The Queue Activity detail view has an Interacting section where you can see the interactions that are currently in progress, and the Activity views are designed for real-time monitoring.

    Interactions view:
    https://help.genesys.cloud/articles/interactions-view/

    Queue Activity:
    https://help.genesys.cloud/articles/my-queues-activity-view/

    So if the requirement is specifically to identify live calls at a glance, Queue Activity would probably be the closest native option rather than trying to determine it from duration in the Interactions page.



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



Related Content