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Caitlan Spronk

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RE: Coming Soon: New Analytics Workspace

Posted By Caitlan Spronk 03-23-2022 13:55
Found In Egroup: Genesys Cloud - Main \ view thread
@Christina Brooks Do those users have the following permissions now, and/or did they previously have these permissions? These are the same permission users previously needed to save a view. Analytics > View Configurations > View permission Analytics > View Configurations > Edit permission ...

RE: Coming Soon: New Analytics Workspace

Posted By Caitlan Spronk 03-23-2022 13:27
Found In Egroup: Genesys Cloud - Main \ view thread
@Christina Brooks They shouldn't need any additional permissions beyond the new tab permissions if they previously had saved view permissions. However, the buttons to save views DID move. To save the tab you are currently on, click the "3 dots" menu, then click "Save as" and a sidebar will open as before.​ ...

RE: Coming Soon: New Analytics Workspace

Posted By Caitlan Spronk 03-23-2022 11:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Justin Kennedy, You can solve this by adding the following permissions to any role in admin: Analytics > Tab Configurations > View permission Analytics > Tab Configurations > Edit permission Analytics > Tab Configurations > Delete permission Even without those permissions, analytics ...

RE: AMA - Analytics Workspace Roll Out Communication

Posted By Caitlan Spronk 03-22-2022 14:06
Found In Egroup: Genesys Cloud - Main \ view thread
There's also this page on the Resource Center: https://help.mypurecloud.com/features-coming-soon/ That page typically contains features slated to be released in the upcoming week, and sometimes will include features that are a little farther out--not sure if that helps you or not. -- ...

RE: Coming Soon: New Analytics Workspace

Posted By Caitlan Spronk 03-22-2022 13:03
Found In Egroup: Genesys Cloud - Main \ view thread
@Monique Morel-Peseski ​it's a stability guardrail. Running certain reports can be computationally intensive. We want to make sure that only reports that users still want are running, to make sure system resources are best used where they're needed. You can certainly run a scheduled report for more than ...

RE: AMA - Ice Breaker

Posted By Caitlan Spronk 03-22-2022 12:58
Found In Egroup: Genesys Cloud - Main \ view thread
I actually was ALSO a reluctant runner, and didn't really get into it until grad school, although I am not nearly as good as Drew--there are no marathons in my future :D I was also a reluctant vegetable-eater, but now I eat and love all kinds of things 15 year old me would be scandalized by. ...

RE: Coming Soon: New Analytics Workspace

Posted By Caitlan Spronk 03-22-2022 12:20
Found In Egroup: Genesys Cloud - Main \ view thread
@Niall Geraghty When workspaces are released, you can click the corner of a tab, and then click "Save as." That will save all filters, etc. in the same way that saved views works. ​ ------------------------------ Caitlan Spronk Senior Software Engineer Genesys - Employees ------------------- ...

RE: Coming Soon: New Analytics Workspace

Posted By Caitlan Spronk 03-22-2022 12:07
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, Good news! All of your existing saved views and scheduled exports will be still be there. Your saved views will be listed on the workspace landing page, and your scheduled exports will continue to run as before. ------------------------------ Caitlan Spronk Senior Software Engineer ...

RE: what determines if a call is inbound/outbound

Posted By Caitlan Spronk 02-13-2018 21:21
Found In Egroup: Genesys Cloud - Main \ view thread
Hi James, My understanding is that Inbound/Outbound can mean that a conversation had segments that were different directions, even if the call was not an "outbound" call in the traditional sense: "The direction of the interaction. Inbound/outbound indicates that the conversation had multiple ...

RE: What does call duration include on the Interaction Detail Report? I am assuming this includes both the queue and ACW time but am trying to confirm. Thanks

Posted By Caitlan Spronk 02-05-2018 20:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Ray Richardson? Yes, you're correct. The duration includes wait time and ACW. I'll update the article to explain that better. Thanks!

RE: What is the URL in the WebChat code, or how is it constructed, that allows for the display of the profile picture of the agent that has connected to the chat?

Posted By Caitlan Spronk 01-18-2018 14:20
Found In Egroup: Genesys Cloud - Main \ view thread
Good! I'm glad we finally figured it out. I suspect it was an error that your "purecloud" feature was set to false, but you may want to ask whoever enabled your org if that was on purpose. That's outside my usual area of expertise, so I don't know if there are valid reasons that the "purecloud" feature ...

RE: What is the URL in the WebChat code, or how is it constructed, that allows for the display of the profile picture of the agent that has connected to the chat?

Posted By Caitlan Spronk 01-17-2018 22:26
Found In Egroup: Genesys Cloud - Main \ view thread
Okay, I have one more idea: check to see if the 'purecloud' feature is set to true or false when you call /api/v2/organizations/me. When I set that to false in my test org it also caused the "Agent Image" tab to disappear. If 'purecloud' is set to true and you still are having problems, we have reached ...

RE: What is the URL in the WebChat code, or how is it constructed, that allows for the display of the profile picture of the agent that has connected to the chat?

Posted By Caitlan Spronk 01-17-2018 21:32
Found In Egroup: Genesys Cloud - Main \ view thread
If you make an API call to /api/v2/organizations/me, is the contactCenter feature true or false? I think that might be the issue. However, I don't know the details of your organization and why that feature might be turned on or off. I recommend talking to whoever enabled your org before messing with ...

RE: What is the URL in the WebChat code, or how is it constructed, that allows for the display of the profile picture of the agent that has connected to the chat?

Posted By Caitlan Spronk 01-17-2018 16:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Alex, Just making sure: Does your test user have a profile picture set AND an agent image set in PureCloud? Here's what mine looks like in my test org: Profile picture: Agent image: Inside PureCloud, you'll see your "profile picture" when you send a message, but the customer ...

RE: What is the URL in the WebChat code, or how is it constructed, that allows for the display of the profile picture of the agent that has connected to the chat?

Posted By Caitlan Spronk 01-16-2018 21:31
Found In Egroup: Genesys Cloud - Main \ view thread
If you want to set a different chat image for each agent, follow these instructions: https://help.mypurecloud.com/articles/add-an-agent-alias-name-and-image/ The image described in that article is different than the agent's normal profile picture, although agents could of course upload the same ...

RE: Why does Queue Metrics Daily reported “Offered” calls rarely equal “Answered” + “Abandoned” + “Callbacks” + “Transferred”? What is the best metric to determine calls actually received in day in a queue?

Posted By Caitlan Spronk 01-16-2018 14:58
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Bruce Lambert? Hopefully this answers the first part of your question: https://help.mypurecloud.com/faq/offered-metric-not-always-equal-answered-plus-abandoned-metrics/ I'm still thinking about the second part of your question--will post again if I have a chance to do some research, ...

RE: What permissions are required for an agent to be able to monitor live conversations?

Posted By Caitlan Spronk 01-12-2018 14:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Zoe Smyth? , To my knowledge, these are the permissions users need to monitor conversations: https://help.mypurecloud.com/articles/monitor-in-progress-interactions/ Re: phones, some phones require the user to pick up a "call" to monitor a conversation (it will look like an incoming ...

RE: Can we set an alarm / notification to users when a new Evaluation is made ? Now agents don't receive a notification and must check there dashboard frequently..

Posted By Caitlan Spronk 01-04-2018 17:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Rogier Bosch? , No, not at this time, but it's a great idea. @Lesley Vereen?

RE: when you create reports it would appear that they are created under the user that creates them. my counter part and i typically use the same reports. do we really have to set them up on both users? is there a way to share these reports ?

Posted By Caitlan Spronk 12-15-2017 15:16
Found In Egroup: Genesys Cloud - Main \ view thread
Your observations are correct. Right now, the only way to share reports is to download the report yourself and then send it to your colleagues yourself if you want to share it. Thanks for the feedback!

RE: HI all, Is there any update in Disconnect type as i found something new called " ENDPOINT", "PEER" No Related information available in the help items https://help.mypurecloud.com/articles/disconnect-reasons/

Posted By Caitlan Spronk 12-13-2017 14:32
Found In Egroup: Genesys Cloud - Main \ view thread
@QA Yaseen R? , The new version of the article is up: https://help.mypurecloud.com/articles/disconnect-reasons/ Let us know if you still have questions, and I'll try to track down some answers.