Hi everyone,
I wanted to share a recent win from something I built around Genesys Cloud Not Responding reporting.
We wanted a better way to understand what actually happens when an agent goes Not Responding. Simply counting Not Responding events doesn't always tell the full story - another agent may subsequently handle the call, the same agent may eventually answer it, or the customer may abandon before anyone answers.
How it works
I configured a scheduled Genesys Cloud Interaction report containing the key fields:
Users - Alerted
Users - Interacted
Users - Not Responding
Genesys automatically emails the report to a dedicated Google account. A Google Apps Script then reads the attached report, compares these fields against our agent list and applies the classification logic.
Because the reporting requirement is scoped to a specific division, the script also checks each agent involved in the interaction against our maintained agent list and only counts agents belonging to the target division. This is particularly useful for interactions involving multiple agents across different divisions, ensuring the dashboard only reflects agents within our reporting scope.
We classify the interactions into three scenarios:
Bounced & Not Responding
The call was offered to an agent but was not answered. Another agent subsequently answered and handled the interaction.
Missed Call & Not Responding
The call was offered to an agent but they did not answer, and the interaction ended without being handled by another agent.
Forgiven / Skipped
If an initial alert is missed and the agent goes Not Responding, our existing automation resets their status back to Idle, making them eligible for routing again. If the same agent subsequently answers and handles that interaction, the initial Not Responding event is excluded from the exception count.
The classifications focus on the interaction outcome rather than the reason an alert was missed, as a Not Responding event can occur for different reasons.
From Genesys report to Slack automatically
The Google Apps Script updates the dashboard I built with the daily results and sends the breakdown directly to Slack, along with the original Genesys report attachment.
The process runs automatically each weekday, posting a Daily Dashboard to Slack from Monday to Friday, while the weekly totals accumulate in the background. On Friday, a consolidated Weekly Summary is also posted to Slack, and once the weekly reporting is complete, the accumulated counters are automatically cleared and reset ready for Monday.
Validating the logic
I also validated a sample of these interactions against the Genesys Conversation Details API to make sure we weren't making assumptions based only on the scheduled report fields.
For the Missed Call & Not Responding examples, we consistently found tNotResponding and tAbandon, with no tAnswered or tHandle, confirming that the interaction was not answered and the customer ultimately abandoned the call.
So the end-to-end automation is essentially:
Genesys Scheduled Report → Email → Google Apps Script → Classification Logic → Dashboard → Slack 🔔
The result is much less manual reporting and, more importantly, a clearer and fairer view of Not Responding events and the actual customer outcome.
A nice example of combining Genesys Cloud reporting with lightweight automation to turn Not Responding data into something more meaningful and actionable for our operational teams. 🚀
Learning, experimenting and innovating every day - there's always something new to explore with Genesys Cloud! 😊
#API/Integrations
#API/Integrations
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Phaneendra
Technical Solutions Consultant
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