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Jeff Kamin

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RE: Skills Advice

Posted By Jeff Kamin 02-01-2019 09:45
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks! For the replies. Another question, has anyone tried just adding all the skills they have to all agents but only assigning them to the queues that they are trained on? ------------------------------ Jeff Kamin EnvisionRxOptions ------------------------------

Skills Advice

Posted By Jeff Kamin 01-30-2019 10:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hello! We are beginning to implement our skills design and we ran into a snag with transfers. We had an instance where someone answered a call in a queue that requires a skill be assigned and transferred to a queue that does not carry that same skill, however since no one in that other queue carried ...

ANI Data

Posted By Jeff Kamin 11-09-2018 17:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hello! We are needing to look up all of the ANI's that hit our Genesys queues in a certain time frame but are not having much luck. We are able to view these in interactions, but there is no option to export. There is also not an option from the canned reporting. Any help would be appreciated! #R ...

RE: Evaluation Summary Tab

Posted By Jeff Kamin 09-27-2018 09:15
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you! ------------------------------ Jeff Kamin EnvisionRxOptions ------------------------------

Evaluation Summary Tab

Posted By Jeff Kamin 09-26-2018 19:42
Found In Egroup: Genesys Cloud - Main \ view thread
Hello! CAn anyone assist me in where I would set someone up to use the Evaluation Summary tab? Our team is trying to assign a new evaluation and reporting that they cannot locate this tab...do they need special permissions or are they not looking in the right place? Thanks in advance! -------- ...

RE: Pure Cloud - Longest Hold

Posted By Jeff Kamin 08-14-2018 17:17
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you! ------------------------------ Jeff Kamin EnvisionRxOptions ------------------------------

Pure Cloud - Longest Hold

Posted By Jeff Kamin 08-13-2018 12:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hello all! Is there a report or view that will show the maximum for certain metrics? Things like longest wait in queue for the day for answered calls or longest wait before abandoning? Longest Handle time would be great as well. Thanks in advance! ------------------------------ Jeff Kamin EnvisionRxOptions ...

RE: Longest wait time.

Posted By Jeff Kamin 08-13-2018 12:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, was this ever implemented? We are new to purecloud and would like to see our MAx wait time as well. Please advise. Thanks! \ ------------------------------ Jeff Kamin EnvisionRxOptions ------------------------------

RE: ANI for Abandon calls?? Rookie Question

Posted By Jeff Kamin 08-09-2018 15:44
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks again, that gets me the additional detail! Is it available in a report as well or no? Sorry for so many questions! ------------------------------ Jeff Kamin EnvisionRxOptions ------------------------------

RE: ANI for Abandon calls?? Rookie Question

Posted By Jeff Kamin 08-09-2018 14:56
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you, is there a way to see each individual ANI that abandoned? ------------------------------ Jeff Kamin EnvisionRxOptions ------------------------------

ANI for Abandon calls?? Rookie Question

Posted By Jeff Kamin 08-09-2018 14:28
Found In Egroup: Genesys Cloud - Main \ view thread
Hello! Just launched this week and noticed a spike in AR in one of our departments. Can anyone point me in the right direction for a report or view in Purecloud that would display the call details for troubleshooting purposes? Thanks in advance! ------------------------------ Jeff Kamin EnvisionRxOptions ...