Genesys Cloud - Main

Hi,

For a standard Cloud CX 3 license,  is there a way to easily see the following:

• List of all interactions (type, involved agent, phone/email, external contact, ....) across all queues both historical and waiting to be picked up by an agent
• List of all items in a queue
• Ability to do specific actions on each interaction (re-assign, move to another queue, ...)

I know there are additional reporting tools from Genesys, but from a basic admin standpoint, is there something?
#Reporting/Analytics

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Maksim Gill
Eccentex, Inc.
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You are asking a boatload here.  First the views in GC are all real-time and historical, so if you go to the Interactions view, and show today, you will see all interactions for today and those in progress.  The Analytics API works the same way.  There is a Jobs API that is for large sets of historical data.  

As for reassignment, that is called manual assignment and you can do that from the Queue Detail view or through the Conversations API, but you will need to know the ConversationId and the ParticipantId. 

Why don't you arrange a call with me at https://calendly.com/robertwc and we can discuss this further.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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