As emails stack up in the queue and go unanswered.  If the supervisor views the Queue Activity or Interactions for an email held in the queue for under 24 hours, the Queue Activity and Conversation Duration View shows, e.g. Duration 1h19m50s, but if the email is held for longer than 24 hours, the Queue Activity shows, e.g. Duration 1 day, no hour, minute or second.  This causes them issues as they can only determine the exact timestamp of the interaction by opening the interaction for each email waiting in the queue. This requirement is necessary for them to determine how many interactions need to be completed by EOD to reach SLA. 

Also, only the first 50 email interactions are visible in the Queue Activity View. To determine the remainder of the queue volume, the supervisor needs to go into the interaction view in Genesys and count the interactions by each applicable date. This is a very manual process.

Hello @Martin Bunting, 

Your question received an answer on the newest episode of the Genesys Cloud Q&A Show. Check the chapter markers to jump to your question. We hope this helps!

As emails stack up in the queue and go unanswered.  If the supervisor views the Queue Activity or Interactions for an email held in the queue for under 24 hours, the Queue Activity and Conversation Duration View shows, e.g. Duration 1h19m50s, but if the email is held for longer than 24 hours, the Queue Activity shows, e.g. Duration 1 day, no hour, minute or second.  This causes them issues as they can only determine the exact timestamp of the interaction by opening the interaction for each email waiting in the queue. This requirement is necessary for them to determine how many interactions need to be completed by EOD to reach SLA. 

Also, only the first 50 email interactions are visible in the Queue Activity View. To determine the remainder of the queue volume, the supervisor needs to go into the interaction view in Genesys and count the interactions by each applicable date. This is a very manual process.

There was a remark about an Idea under development and to vote for it. Unfortunately, they did not mention the Idea.  I am hoping you can provide that idea URL.  Thanks.

Hello @Martin Bunting, 

Your question received an answer on the newest episode of the Genesys Cloud Q&A Show. Check the chapter markers to jump to your question. We hope this helps!

As emails stack up in the queue and go unanswered.  If the supervisor views the Queue Activity or Interactions for an email held in the queue for under 24 hours, the Queue Activity and Conversation Duration View shows, e.g. Duration 1h19m50s, but if the email is held for longer than 24 hours, the Queue Activity shows, e.g. Duration 1 day, no hour, minute or second.  This causes them issues as they can only determine the exact timestamp of the interaction by opening the interaction for each email waiting in the queue. This requirement is necessary for them to determine how many interactions need to be completed by EOD to reach SLA. 

Also, only the first 50 email interactions are visible in the Queue Activity View. To determine the remainder of the queue volume, the supervisor needs to go into the interaction view in Genesys and count the interactions by each applicable date. This is a very manual process.

There was a remark about an Idea under development and to vote for it. Unfortunately, they did not mention the Idea.  I am hoping you can provide that idea URL.  Thanks.

Hello @Martin Bunting, 

Your question received an answer on the newest episode of the Genesys Cloud Q&A Show. Check the chapter markers to jump to your question. We hope this helps!

As emails stack up in the queue and go unanswered.  If the supervisor views the Queue Activity or Interactions for an email held in the queue for under 24 hours, the Queue Activity and Conversation Duration View shows, e.g. Duration 1h19m50s, but if the email is held for longer than 24 hours, the Queue Activity shows, e.g. Duration 1 day, no hour, minute or second.  This causes them issues as they can only determine the exact timestamp of the interaction by opening the interaction for each email waiting in the queue. This requirement is necessary for them to determine how many interactions need to be completed by EOD to reach SLA. 

Also, only the first 50 email interactions are visible in the Queue Activity View. To determine the remainder of the queue volume, the supervisor needs to go into the interaction view in Genesys and count the interactions by each applicable date. This is a very manual process.