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  • 1.  Pure Cloud - Longest Hold

    Posted 08-13-2018 12:55
    No replies, thread closed.
    Hello all!  Is there a report or view that will show the maximum for certain metrics?  Things like longest wait in queue for the day for answered calls or longest wait before abandoning?  Longest Handle time would be great as well.  Thanks in advance!

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    Jeff Kamin
    EnvisionRxOptions
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  • 2.  RE: Pure Cloud - Longest Hold

    Posted 08-13-2018 14:27
    Edited by George Ganahl 08-14-2018 13:00
    No replies, thread closed.
    Same as the response to your other recent post:

    This information was added to the Interactions view under Performance.  

    You can add the Total Queue column there, then view the data for a single period/Day/Week/Month. A feature will be added later this quarter so you can also export the data to save it or analyze further (which allows you to sort to get the longest value, etc.).

    There is a fair selection of columns to choose from. Hopefully most of what you will want. You can turn on all the columns you are interested in, export the data for a day, and manipulate it in Excel or the app of your choice.



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    George Ganahl
    Principal Program Manager
    Genesys
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    Original Message


  • 3.  RE: Pure Cloud - Longest Hold

    Posted 08-14-2018 17:17
    No replies, thread closed.
    Thank you!

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    Jeff Kamin
    EnvisionRxOptions
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    Original Message


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