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jeroen buis

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RE: Agent's “Interacting” status - "After Call Work"/"Talking"/"on Hold"

Posted By jeroen buis 01-04-2018 15:28
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Ana, An agent is shown as 'Interacting' when they are On-Queue and are working an ACD Interaction. An agent will show 'Communicating' when they are set to On-Queue when working on a non-ACD interaction (think about a Non-ACD Call). In the table lower in the view (where you can see ...

RE: Agent's “Interacting” status - "After Call Work"/"Talking"/"on Hold"

Posted By jeroen buis 01-04-2018 14:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Ana, have you had a look at the Queue Activity Screen (https://help.mypurecloud.com/articles/queues-activity-views/). This view allows you to expand details for agents and therefore see what they are doing in real-time. We have some future enhancements planned to improve the summary row to better ...

RE: reports - Agent Activity Summary Export - I noticed the new columns for login and logout. love them but they are not working very well for our 2nd and 3rd shift team members who sometimes cross the midnight / 12a hour.

Posted By jeroen buis 01-04-2018 10:52
Found In Egroup: Genesys Cloud - Main \ view thread
Hi James, I will ask the team to have a look at this. I wouldn't expect the report to show their logout time on the day their shift started. Basically you could have an agent that logs in one day but never logs out that day for the simple reason that their logout happens the next day. I will ...

RE: Skip Empty ring directly;

Posted By jeroen buis 12-19-2017 15:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Rogier, Today we don't support to dynamically set up the rings based on availability. In the future we will add some capabilities to be able to check agent availability within a call flow. In order to fulfill your request we would actually have to able to check availability based on a skill ...

RE: I'd like the option to disable audio alerting, and only have the visual pop-up when a call is coming in. Or, at the very least, make it so that the incoming call only beeps once and not repeatedly.

Posted By jeroen buis 11-30-2017 22:03
Found In Egroup: Genesys Cloud - Main \ view thread
We will track this as a request, makes sense to have a setting at the user level to control this. Thanks, Jeroen

RE: Wrapup duration of callback call is recorded as "0s".

Posted By jeroen buis 10-25-2017 11:33
Found In Egroup: Genesys Cloud - Main \ view thread
I'm currently looking into this issue and will report back on it. We need to clearly define what is counted as wrap-up for a callback object as there could be multiple dial attempts. Although in a single call scenario it is pretty easy and simply to count wrap-up time it is a little more complex if an ...

RE: Wrapup codes on Callbacks

Posted By jeroen buis 10-25-2017 11:31
Found In Egroup: Genesys Cloud - Main \ view thread
See https://community.mypurecloud.com/s/question/0D54400005NK11xCAD/when-it-comes-to-callbacks-not-scheduled-there-are-no-options-for-after-call-work-as-you-have-for-normal-queues-why?t=1508760312134 as I just replied to your other messsage.

RE: When it comes to Callbacks (not scheduled) there are no options for 'After Call Work' as you have for normal queues. Why?

Posted By jeroen buis 10-25-2017 11:30
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Tobias, Can you help me understand how you would expect this to work? Callbacks currently get the same wrap-up code as set to the outbound voice conversation that has been placed. When we initially implemented the feature we felt it was not a good idea to have the agent first wrap-up the voice ...

RE: 15 minutes report interval

Posted By jeroen buis 01-02-2017 11:54
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Tobias, There are no immediate plans to allow 15 minute intervals to be configured. we might reconsider this again in the future but no current plans yet. Thanks, Jeroen

RE: Search for a customer interaction

Posted By jeroen buis 12-16-2016 13:32
Found In Egroup: Genesys Cloud - Main \ view thread
At this point the Interactions View doesn't allow you to search based on Name or Number of the external participant. There are a few enhancement request we have scheduled to enhance the filtering capabilities and add this. You could, via the API, query the back-end data based on ANI or Name ...