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Mr. Juha Niinimaki

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RE: Export data in Queues Performance view not working if using Division as filter

Posted By Juha Niinimaki 08-23-2019 06:39
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Richard. I think I have votes available, but I'm not going to raise a feature request. In my opinion this is a bug and I hope Genesys will fix it. Our partner promised to discuss with Genesys. ------------------------------ Juha Niinimaki Konecranes Oyj ------------------------------

Export data in Queues Performance view not working if using Division as filter

Posted By Juha Niinimaki 08-22-2019 04:16
Found In Egroup: Genesys Cloud - Main \ view thread
For some reason we are not able to export queues performance view data to a .CSV file when we are using Division as a filter. When clicking the Export CSV button we get Failed to Create a Report! notification. Export works fine when using Queue as a filter. I checked already the permissions. Analytics ...

Queues performance, no aggregate metrics when filtering based on division

Posted By Juha Niinimaki 03-27-2019 08:18
Found In Egroup: Genesys Cloud - Main \ view thread
In the Queues Performance view it is possible to select multiple queues using the filter. The summary row then shows aggregate metrics for the selected queues. However, when I'm selecting queues by using a division as a filter there are no aggregate metrics shown. Is this a bug or just a feature that ...

Wrap-up, DNIS and Skills Performance views not division aware

Posted By Juha Niinimaki 03-27-2019 04:05
Found In Egroup: Genesys Cloud - Main \ view thread
I thought it might be useful to share an observation that just made. I have setup four divisions and each division has their own supervisors. Target was to ensure that supervisors will see only the statistics and interactions of the division(s) that they are responsible for. By moving the queues to divisions ...

person_agent section missing in profile

Posted By Juha Niinimaki 03-21-2019 00:42
Found In Egroup: Genesys Cloud - Main \ view thread
We use person_agent section in agent profile to set agent alias. See Add an agent alias and an image for web chats and canned responses - PureCloud Resource Center . Today when I was adding a new agent I noticed that the section isn't available anymore. I cannot add it and it's not even visible in the ...

New access control vs. historical performance data

Posted By Juha Niinimaki 03-11-2019 07:31
Found In Egroup: Genesys Cloud - Main \ view thread
During the weekend I configured the new access control in our tenant. Most of our agents, queues and call flows will be in one division. For the rest we have three smaller divisions. I figured out that I could save some time if I leave the larger number of queues etc. to the Home division and create ...

RE: Outbound calls on behalf of a Queue via Collaborate app or other means?

Posted By Juha Niinimaki 01-10-2019 09:46
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Harley, Safari browser on iPad and iPhone supports WebRTC phone calls. However, there is a problem with PureCloud web UI rendering on small devices, especially on iPhone. It's a little bit better on IPad. It's a pity that PureCloud web UI is not optimized for mobile browsers. Personally ...

RE: Reports - All Users

Posted By Juha Niinimaki 10-30-2018 09:58
Found In Egroup: Genesys Cloud - Main \ view thread
Try reporting based on Role. Usually all agents have a certain role assigned. That's the workaround we use. It would be great to have "All users" option in reporting. ------------------------------ Juha Niinimaki Konecranes Oyj ------------------------------

RE: Inbound IVR - No agents on queue

Posted By Juha Niinimaki 09-21-2018 06:47
Found In Egroup: Genesys Cloud - Main \ view thread
Got it working. Data action posted by Jason Mathison in Developer forum is working as such (see the end of the article I was referring to). Just import the data action and name it as you want. I named it "Get Users in Queue". Use the Action Test feature under actions setup tab to see if it works. ...

RE: Inbound IVR - No agents on queue

Posted By Juha Niinimaki 09-21-2018 04:34
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Craig. I'm just in the beginning of learning how the data actions work. I found one article in developer forum that might help with troubleshooting PureCloud Data Action - Error 400 Get users on queue - need help I'll let you know if I succeed to build a working data action. Anyway thanks for ...

RE: Inbound IVR - No agents on queue

Posted By Juha Niinimaki 09-21-2018 03:20
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Craig, This sounds interesting, but where do I find the "Get On Queue User Count as String" action? I have PureCloud Data Actions integration configured, but it only lists three static actions. None of them are useful in this case. I guess you are referring to some custom action here. Can you share ...

Missing call recordings

Posted By Juha Niinimaki 09-19-2018 10:24
Found In Egroup: Genesys Cloud - Main \ view thread
During our quality assurance we found several call interactions that were missing recordings. There is no recording policy defined for these queues. Interactions without recording seem to be appearing randomly throughout the day. It seems that issues started on 17th September. We are being hosted in ...

RE: Managing Desktop Client Updates on Secured Agent Desktops

Posted By Juha Niinimaki 09-17-2018 16:31
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Jason, New desktop client version is announced in PureCloud release notes https://help.mypurecloud.com/release-notes/ When we notice that new desktop client is out we distribute it first to few agents for testing. When we are sure that it works we push the new client version to all agents. We ...

RE: Desktop App freezing issue

Posted By Juha Niinimaki 08-23-2018 05:10
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Brian. It might be a good idea to add more detailed Desktop App documentation to the resource center. After more detailed troubleshooting tin turned out that the freezing issue was related to firewall rules. Apparently some AWS IP addresses had changed. We've now changed the firewall rules to ...

Desktop App freezing issue

Posted By Juha Niinimaki 08-21-2018 09:40
Found In Egroup: Genesys Cloud - Main \ view thread
Some of the agents have been reporting that PureCloud desktop app is freezing. We are using the currently latest available version 1.11.492.0. Based on the reports the issues seem to be related to network connectivity. We decided to uncheck "Use Win HTTP Proxy" setting, which can be found in Advanced ...

RE: Role only for turning on emergency routing

Posted By Juha Niinimaki 08-09-2018 02:38
Found In Egroup: Genesys Cloud - Main \ view thread
Issue with Telephony Plugin rights is that it gives full Admin rights to all telephony configuration. We don't want our supervisors to have such rights. We would need permissions for emergency routing only. I've requested our partner to create a feature request for this. ------------------------------ ...