Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^SM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.

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Discussion Thread 2 Ho do I display Queue Flow Out statistics?

Discussion Thread 2 what determines if a call is inbound/outbound

Discussion Thread 7 What does call duration include on the Interaction Detail Report? I am assuming this includes both the queue and ACW time but am trying to confirm. Thanks

Discussion Thread 3 Architect set Language and play Audio in selected language

Discussion Thread 3 Script - display number of inbound calls waiting in a queue

Discussion Thread 2 How do you limit the queues that are displayed in the Dashboard (Performance/Overview) so I only see the queues for my department? There are no filters as is the case for other real time Performance views. Can it be done via permissions?

Discussion Thread 3 Outbound campaign skips contacts?

Discussion Thread 2 How do we distribute inbound calls between purecloud Queues and outbound DID??

Discussion Thread 4 Help Us Help You!

Discussion Thread 2 Why does Queue Metrics Daily reported “Offered” calls rarely equal “Answered” + “Abandoned” + “Callbacks” + “Transferred”? What is the best metric to determine calls actually received in day in a queue?

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Discussion Thread 2
Ho do I display Queue Flow Out statistics?

Discussion Thread 2
what determines if a call is inbound/outbound

Discussion Thread 7
What does call duration include on the Interaction Detail Report? I am assuming this includes both the queue and ACW time but am trying to confirm. Thanks

Discussion Thread 3
Architect set Language and play Audio in selected language

Discussion Thread 3
Script - display number of inbound calls waiting in a queue

Discussion Thread 2
How do you limit the queues that are displayed in the Dashboard (Performance/Overview) so I only see the queues for my department? There are no filters as is the case for other real time Performance views. Can it be done via permissions?

Discussion Thread 3
Outbound campaign skips contacts?

Discussion Thread 2
How do we distribute inbound calls between purecloud Queues and outbound DID??

Discussion Thread 4
Help Us Help You!

Discussion Thread 2
Why does Queue Metrics Daily reported “Offered” calls rarely equal “Answered” + “Abandoned” + “Callbacks” + “Transferred”? What is the best metric to determine calls actually received in day in a queue?