I would like to analyze the abandoned calls, but when I look at the queue performance in Genesys PureCloud GCX, I can only see if there was an abandoned call within a 30-minute window.
Are there any possibilities to go into further detail?
For example, the exact time of the call, call id,..etc.?

#Reporting/Analytics

------------------------------
Ruud Waermoes
AG Insurance
------------------------------

If you filter your calls in the Interactions View for abandoned, you should be able to show the Time to Abandoned column to get the exact time. 
 

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 06-14-2024 07:25
From: Ruud Waermoes
Subject: Analyzing Abandoned Calls : Seeking Detailed Call Data

I would like to analyze the abandoned calls, but when I look at the queue performance in Genesys PureCloud GCX, I can only see if there was an abandoned call within a 30-minute window.
Are there any possibilities to go into further detail?
For example, the exact time of the call, call id,..etc.?

#Reporting/Analytics

------------------------------
Ruud Waermoes
AG Insurance
------------------------------