Profile

Amanda Stohl

☑ Fill Out Profile

Contact Details

My Content

1 to 4 of 4 total

RE: Tracking when agent decline phone calls

Posted By Amanda Stohl 01-06-2020 13:29
Found In Egroup: Genesys Cloud - Main \ view thread
I set up the user role so agents cannot activate/deactivate themselves. Only with the role of supervisor can do this. But I agree, an audit or history change log would be very helpful! ------------------------------ Amanda Stohl DNC Parks & Resorts at Buffalo CRES, LLC ------------------------ ...

Tracking when agent decline phone calls

Posted By Amanda Stohl 12-18-2019 12:11
Found In Egroup: Genesys Cloud - Main \ view thread
We are seeing a trend where a few agents are declining calls they do not want to take.. Now I see it when looking at daily interactions and notice two or more agents handling a single interaction. I then have to go to the timeline and see what each agent did with the interaction. I am wondering if ...

RE: It is possible to create a post call survey in architect?

Posted By Amanda Stohl 02-02-2018 21:02
Found In Egroup: Genesys Cloud - Main \ view thread
We have asked for this before and were not it is not a function of PureCloud. I am hoping someone from Genesys can provide more insight.

RE: Changing an Agents Status

Posted By Amanda Stohl 02-02-2018 20:59
Found In Egroup: Genesys Cloud - Main \ view thread
@Administrator? - this logs the user off the phone but does not change their status or log them out of PureCloud. Is there a way to change an agent's status from "away" and log them out?