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Darlene Oordt

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RE: Blank Performance View Screens

Posted By Darlene Oordt 10-27-2020 03:39
Found In Egroup: Genesys Cloud - Main \ view thread
The fix deployed Friday night. Bruce - happy to hear it's all working for you now. ------------------------------ Darlene Oordt Sr. Director Product Management Genesys - Employees ------------------------------

RE: Blank Performance View Screens

Posted By Darlene Oordt 10-23-2020 09:59
Found In Egroup: Genesys Cloud - Main \ view thread
Sven- The fix for the blank export Interaction files under certain conditions is currently in QA and we hope to get that out this week or early next. It shouldn't be related to any new features / permissions. DK

RE: Blank Performance View Screens

Posted By Darlene Oordt 10-22-2020 10:54
Found In Egroup: Genesys Cloud - Main \ view thread
Sven- I spoke with Care – I believe they will be updating your case. There's an edge case issue that we are seeing where some interactions are failing and a fix is underway. DK

RE: email sending of Automatically Generated Scheduled Reports

Posted By Darlene Oordt 10-21-2020 14:05
Found In Egroup: Genesys Cloud - Main \ view thread
All - Just wanted to update you that we have added the ability to email as an attachment any Performance View Report exports to yourself and others. it released last week. We're currently working on the scheduling of those Performance View Reports too so stay tuned. If you want to be able to email ...

RE: Manually assign waiting interactions to agents using APIs

Posted By Darlene Oordt 10-15-2020 09:47
Found In Egroup: Genesys Cloud - Main \ view thread
Sounds good! Please watch the idea for updates: ANA-I-140

RE: Manually assign waiting interactions to agents using APIs

Posted By Darlene Oordt 10-15-2020 09:38
Found In Egroup: Genesys Cloud - Main \ view thread
It's in development now – Ill show a screenshot in the upcoming Customer Roadmap Webinar next week. I'd anticipate we'll get to Beta this year and hopefully GA, but safely I'd say Q1 availability.

RE: Reporting question - DNIS capabilities?

Posted By Darlene Oordt 10-14-2020 17:07
Found In Egroup: Genesys Cloud - Main \ view thread
Yes most likely. If you look on the resource center page for that view, it defines what permissions you will need to see specific data. DK

RE: Reporting question - DNIS capabilities?

Posted By Darlene Oordt 10-14-2020 16:56
Found In Egroup: Genesys Cloud - Main \ view thread
Amber- If you're looking for Quality Evaluations then you'd want to filter the Interactions view using a filter in the section titled Evaluations and you could also add a DNIS filter as well if you're looking for evaluations with a specific DNIS. DK

RE: Manually assign waiting interactions to agents using APIs

Posted By Darlene Oordt 10-14-2020 16:39
Found In Egroup: Genesys Cloud - Main \ view thread
The API to use is: POST /api/v2/conversations/(conversationId)/assign @Chris Bohlin has a document with some instructions that you may find helpful. Also, we are currently working on adding UI support for Supervisors in the Queue Activity View... DK ​ ------------------------------ Darlene ...

RE: Reporting question - DNIS capabilities?

Posted By Darlene Oordt 10-14-2020 16:33
Found In Egroup: Genesys Cloud - Main \ view thread
Amber- Did you look at the DNIS Performance View? or the Interactions View? https://help.mypurecloud.com/articles/dnis-performance-view/ https://help.mypurecloud.com/articles/interactions-view/ ------------------------------ Darlene Oordt Sr. Director Product Management Genesys - ...

RE: Blank Performance View Screens

Posted By Darlene Oordt 10-14-2020 16:32
Found In Egroup: Genesys Cloud - Main \ view thread
Bruce - I'm not aware of any issues. is this resolved? Did you log a care case? ------------------------------ Darlene Oordt Sr. Director Product Management Genesys - Employees ------------------------------

RE: SLA Calculation

Posted By Darlene Oordt 10-09-2020 10:15
Found In Egroup: Genesys Cloud - Main \ view thread
I would recommend you log a care case so they can look more closely and give you an explanation. ------------------------------ Darlene Oordt Sr. Director Product Management Genesys - Employees ------------------------------

RE: Genesys Cloud Weekly Release Notes - 9/23/2020

Posted By Darlene Oordt 09-24-2020 09:34
Found In Egroup: Genesys Cloud - Main \ view thread
Update - this is being tracked as an incident - if not already, please follow along on the status page: https://status.mypurecloud.com/incidents/jh4kccv1jy3n ------------------------------ Darlene Oordt Sr. Director Product Management Genesys - Employees ------------------------------

RE: Genesys Cloud Weekly Release Notes - 9/23/2020

Posted By Darlene Oordt 09-24-2020 07:43
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you for bringing this to our attention. The development team is looking into it right now. I will update when I have additional information. ------------------------------ Darlene Oordt Sr. Director Product Management Genesys - Employees ------------------------------

RE: Threshold alerts from real time data in performance views

Posted By Darlene Oordt 09-09-2020 10:57
Found In Egroup: Genesys Cloud - Main \ view thread
That's not currently possible, but we are in the process of rearchitecting how the alerting works and will be adding new functionality, additional metrics, etc. Please follow the idea in the ideas lab for more information: CLINB-I-475 ------------------------------ Darlene Oordt Sr. Director Product ...

RE: Threshold alerts from real time data in performance views

Posted By Darlene Oordt 09-09-2020 04:39
Found In Egroup: Genesys Cloud - Main \ view thread
Additionally there are visual alerts that can be configured in the dashboard where you can change the colors based on certain thresholds being met. ------------------------------ Darlene Oordt Sr. Director Product Management Genesys - Employees ------------------------------

RE: CALLBACK MANAGEMENT

Posted By Darlene Oordt 09-02-2020 10:07
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for the confirmation. I'll update with an ETA on the historical metrics.

RE: CALLBACK MANAGEMENT

Posted By Darlene Oordt 09-02-2020 08:28
Found In Egroup: Genesys Cloud - Main \ view thread
Paulo. I got an updated from the team. Can you confirm if callbacks from today look correct? A fix went out that should have corrected the behavior for new conversations. Adjusting prior dates data is still in progress. Sent from my iPhone

RE: CALLBACK MANAGEMENT

Posted By Darlene Oordt 09-02-2020 08:17
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for posting case. I’ll dig into it.

RE: CALLBACK MANAGEMENT

Posted By Darlene Oordt 09-02-2020 08:17
Found In Egroup: Genesys Cloud - Main \ view thread
Paulo. Checking with the team now. If you could email me your case numbers that would be appreciated. Darlene.oordt@genesys.com. Sent from my iPhone