Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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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?