Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Adherence reporting in Success KPI is not as accurate as in Genesys

    Posted 10-24-2024 15:28
    No replies, thread closed.

    Issue : Adherence reporting in Success KPI is not as accurate as in Genesys

    SKPI team response :

    There might be an Activity configuration issue from Genesys Portal side.

    Have you enabled the sub activities (sub task) under Activity configuration settings?

    Note: In Genesys Cloud, primary presence and routing status are two distinct concepts.
    We are considering Primary presence status for adherence related activity tracking and calculations.

    Note : I am unable to locate the sub activities (sub task) under Activity configuration settings. Please help!


    #API/Integrations

    ------------------------------
    Suraj Kumar
    Manager
    ------------------------------


  • 2.  RE: Adherence reporting in Success KPI is not as accurate as in Genesys
    Best Answer

    Posted 10-25-2024 13:56
    No replies, thread closed.

    Hello Suraj,

    I believe you may be asking about secondary statuses. You can configure those in Organization Settings > Status Management.

    https://help.mypurecloud.com/articles/add-secondary-statuses-primary-status/



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


Related Content