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RE: Call activity

Posted By rebecca gibson 07-27-2017 20:34
Found In Egroup: Genesys Cloud - Main \ view thread

Hi @Jeroen Van der Sandt? - sorry i missed your question before now! To clarify your request - you're looking for a single view that shows you all waiting and interacting interactions in your org, not just by queue? Something similar to what you see in the current queues activity details view on the ...

RE: Share your input on team reporting

Posted By rebecca gibson 07-27-2017 20:26
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@James Dean? re: custom reports. Today, customers have the option of using the API to build their own custom reports, or they can use a partner to build them using the same API. I have to planned feature that I think will also help bridge the gap: Teams - we are currently building out requirements ...

RE: IVR callbacks not counted on queue dashboard

Posted By rebecca gibson 07-27-2017 20:19
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Callback analytics - exposing callback metrics in the API - will be released toward the end of the summer. In the early fall, you'll see those metrics being displayed in the UI (queues activity view, queues performance view), reports and alerts, so keep an eye on the release notes for an update. ...

RE: Will there be a DID report soon?

Posted By rebecca gibson 07-27-2017 19:41
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That's a good feature request. We currently don't have a DID filter but I will go ahead and add that as a feature request for future enhancements. It hasn't been prioritized yet but I do agree that this a an addition many customers would welcome. Rebecca Gibson, PureCloud Product Manager, r ...

Share your input on team reporting

Posted By rebecca gibson 07-10-2017 14:35
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We're working on a project to add Teams to reporting and I'd love to learn more about how you manage your team performance. Please feel free to add any comments - I've added some specific questions below. Is an agent's team membership reflected by his management hierarchy? - e.g., John reports ...

RE: Agent Metrics and Queue Metrics not adding up.

Posted By rebecca gibson 06-16-2017 00:44
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Hey John - go ahead and send me those reports and I can take a look (rebecca.gibson@genesys.com) Rebecca Gibson, PureCloud Data and Analytics Product Manager

RE: Reports page

Posted By rebecca gibson 06-15-2017 23:59
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Thanks for the input, Jason. Are you talking about folders you could create once you configure the report? Or during the report selection ("I want to configure a new report") a more easy to understand hierarchy or ordering or the reports available for you to choose? Let me know - Rebecca Gibson, ...

RE: Longest wait time.

Posted By rebecca gibson 06-15-2017 23:57
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There is! I have "longest wait time" on my list for the real time Queues Activity view - so for each queue, what the longest interaction waiting by media type, right now. E.g., "There is a call in the Customer Service queue that has been waiting for 5 minutes and you're late from your break? Grab it") ...

RE: Report & Dashboard Questions

Posted By rebecca gibson 06-08-2017 20:45
Found In Egroup: Genesys Cloud - Main \ view thread

Hi Scott - these are great questions. Let me take a shot - feel free to respond to keep the dialogue going. We love customer feedback. Let's talk REPORTS first: 1) Do we only have the pre-built reports? Yes, today we offer pre built reports with PureCloud contact center licenses. ...

RE: We've had a couple of instances where data for Agent and Queue reports was all "0"'s for a few days. Submitted issue to partner and to Genesys. A few days later the data was back but no explanation. Now it has happened again, no agent statistics.

Posted By rebecca gibson 06-08-2017 20:23
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Hi Gary - I checked w support and this issue should have been resolved yesterday. Definitely check w your partner/support for additional details. Rebecca Gibson. Sr Product Manager – Contact Center, rebecca.gibson@genesys.com

RE: Performance Reports

Posted By rebecca gibson 04-17-2017 19:45
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We HEAR you ! Great news - we are working on a set of enhancements to the queues activity views and there will be an easy way to filter out the offline agents. Keep an eye out in May for this new feature.

RE: Visibility - Your agents and what they are doing.

Posted By rebecca gibson 03-08-2017 17:20
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@Timm Mayers This is an enhancement we will definitely be adding - we'd like to reproduce the agent list in the current Queue Activity view to show all agents, and allow for filtering (agents who are on queue right now, "my team, when teams are introduced). No estimated date yet but lots of good stuff ...

RE: Reporting concerns

Posted By rebecca gibson 03-08-2017 17:17
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@Jason Pratt - have you gotten a response to your support ticket? If you give me your company name, I can follow up (and post a response here, too).

RE: Visibility on why a call is terminated

Posted By rebecca gibson 03-08-2017 17:13
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@Heather Walton - I'd love to learn more about what you do with that information? Do you use it to in conjunction with call monitoring ("that was abrupt - who hung up?"), or to follow up on customer complaints ("that agent hung up on me!") or other reasons? Thanks!

Where to find definitions and calculations of KPIs

Posted By rebecca gibson 10-11-2016 23:05
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Where can I find more information about the KPIs in the contact center dashboard?

RE: What do others think about the new Queue Activity views?

Posted By rebecca gibson 10-11-2016 22:58
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The Product Management team is hungry for feedback too! Feel free to pass along any suggestion for these views.

RE: Adjusting column view when looking at performance

Posted By rebecca gibson 10-11-2016 22:54
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@Shanti Lall I tried to recreate your questions but I'm not sure view we are talking about. Are you referring to Performance>Agents Performance Summary>Agents Performance Detail>Time Management tab? I don't see a Time Management option under Overview but I might be looking at the wrong spot. Do I ...

rebecca gibson

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