Genesys Cloud - Main

we turned on the email portion of the system.

here we see that data is not matching

then on the call side please tell me what calls are listed here in the waiting. are they call backs or inbound calls. the number showing waiting doesn't add up to the two showing with hold time

Hello,

Concerning the first question, the reason you are not seeing those e-mail interactions is because you are looking at voice-only on that page. From the first image, if you look in the upper-right you can see the toggle for a specific media type (it's filtered for VOICE in the image). If you change that to EMAIL you will see the correct metrics.

Concerning the second question, by looking at the icons it appears that those are two inbound calls waiting (callbacks have the small arrow next to them). Without looking at the data specifically I could not say why those numbers are different. It might be worth filing a support ticket for more help if you are still seeing this issue.

so then there is no way to really look at everything from one page. i would think that an overview page would be a page i could look at that will give an overview of everything on that page without toggling a setting. if i were to look at the overview under performance to use as a sudo dashboard, it really doesn't work being the customer waiting tab only shows one category and can't show multiple or have multiple ones to show each category