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In this video @Santosh Bhandari talks about the enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce.
Administrators can now add the Genesys Cloud for SCV Queue Stats component to the Lightning app for contact centers that use CX Cloud from Genesys and Salesforce. This feature extends the current queue stats, which previously showed only the voice channel, to include all interaction types. The component allows agents to view comprehensive queue statistics on the Service Cloud console, including wait times, agent availability, and the number of interactions waiting in the queue.
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#TAMStudios #FeatureReview #SFDC #Reporting/Analytics
Hi Jan,
Thanks for watching aTAMStudios. Agents can see the queue stats for multiple preselected queues. They need to mark those queues as favourites and then they can click on them to know each queue's stats without doing the manual search. I hope this helps. Best regards,Santosh Bhandari TAM-APAC
Hi,
how would it be possible to have the queue stats for multiple preselected queues visible for an agent in the SF Service Cloud with CX Cloud integration. Client ask for a possibility to enable the agents to see whats going on in queues the might forward a call to.
Kind regards
Jan