Hi Isaac,
The queue activity detail view will show information regarding the calls that hit that queue (to get there Click Performance > Workspace > Contact Center > Queue Activity). However, if you need information like if there was any warning before the call disconnect i believe you will have to listen to the call recording provided you have recording enabled on the trunk.
When you open individual interaction you can see the timeline and the timeline will show the time the call spent in the IVR, on the Queue and how much time the agents was connected to this interaction. I hope this is helpful and you can also read more about queue detail activity view, the permission need to be able to view it details and more at https://help.mypurecloud.com/articles/queues-activity-detail-view/
Regards,
Hammed Lawal
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Hammed Lawal
Genesys - Employees
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Original Message:
Sent: 04-23-2024 13:39
From: Isaac Denegri
Subject: Queue Details
Hi there!
Where can I go to see Queue detailed information like is there a threshold for holding before the call disconnects? or if there is an announcement before it disconnects?
Thanks!
Isaac Denegri
Everbank
#ArchitectureandDesign
#Routing(ACD/IVR)
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Isaac Denegri
EverBank, N.A.
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