Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Analyzing Abandoned Calls : Seeking Detailed Call Data

    Posted 06-14-2024 07:26
    No replies, thread closed.

    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
    ------------------------------


  • 2.  RE: Analyzing Abandoned Calls : Seeking Detailed Call Data
    Best Answer

    Posted 06-17-2024 09:50
    No replies, thread closed.

    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


Related Content