Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

Skip Navigation Links

Footer - top
Footer - bottom
Header
Altocloud
Top Nav Bar

Welcome to the Community!

Search

More Filters

Community Hidden H4 Anchor

Formal Tags Hidden H4 Anchor

Created Hidden H4 Anchor

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?

About Genesys

Hidden H4 Anchor

Hidden H4 Anchor

Hidden H4 Anchor

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?