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  • 1.  Report on Agent busy or Customer busy for dialled calls.

    Posted 20 days ago
    Edited by Muhammed Shaibant 20 days ago

    Dear Team,

    Could you please confirm whether Genesys Cloud provides reporting capabilities for Agent Busy and Customer Busy outcomes for dialed calls, particularly in Predictive Dialing mode?

    #Reporting/Analytics



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    Regards,
    Shaiban
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  • 2.  RE: Report on Agent busy or Customer busy for dialled calls.

    Posted 20 days ago

    Dear community,

    Are there any options available to achieve this requirement?



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    Muhammed Shaibant
    x
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  • 3.  RE: Report on Agent busy or Customer busy for dialled calls.
    Best Answer

    Posted 19 days ago

    Hello Shaiban,

    Our system identifies busy tones from calls without agents having to manually assign a wrap-up code. You should see ININ-OUTBOUND-BUSY as the wrap-up code for calls that encountered a busy signal. Our system will only assign outbound calls to agents who are currently available to handle an interaction. If you would like to see when an agent was unavailable or busy, you would want to check the Agent Status report.



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    Jason Kleitz
    Online Community Manager/Moderator
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