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Viacheslav Ivshin

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RE: Chat widget setup help

Posted By Viacheslav Ivshin 10-22-2021 02:54
Found In Egroup: PureEngage Cloud \ view thread
Hello Monique, How it is going with your Chat setup? Let me share top-level ideas regarding Chat and Designer. The chat widget is just a js file that is configured to be connected to a certain Chat endpoint configured in Designer (same as RP for Voice). So, with other of your questions: 1) Designer ...

RE: Discrepancies between WFM and GXCI data

Posted By Viacheslav Ivshin 10-22-2021 02:41
Found In Egroup: PureEngage Cloud \ view thread
Hello Hou, Comparing WFM, Pulse, and Historical reporting is an exciting challenge. As you mentioned, different apps have different ways of collecting and accumulating data. It all depends on the parameter that you are focusing on, however, with Service Level, it is likely that GCXI has different ...

RE: Calls in queue when agents are available

Posted By Viacheslav Ivshin 10-21-2021 02:23
Found In Egroup: PureEngage Cloud \ view thread
Hello John, I'd use reporting to catch problem calls and get their IDs. With examples, you can analyze the routing strategy part to clarify what skills were required and why calls had been sitting in the queue for such a long time. Can you share more about your solution and what Genesys application ...