Genesys Cloud - Main

Hi,

Our customer request to have branches with communicate users defined in Answer groups. Customers are calling to Group did number. 

Group is defined as rotary or brodcust for 2-4 Communicate users that will work with SIP phones.

What reports both real time and Historical are available for Communicate users or Groups?

I can see Communicate users in Agent Performance, but many important parameters are missing: Answer, abandoned and others.

Is it any idea how can we get required reporting data?

#Reporting/Analytics

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Boris Kotlarsky
Technical Manager
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Hello Boris,

If you are using groups then the calls are classed as non-ACD calls and as such wouldn't have the queue related metrics like answer, abandoned etc.

If your customer needs that data, they would be better to create a queue and assign the users to it as agents.  

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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