Hi folks - just a quick follow-up question from product management: Genesys Cloud routes interactions based on their 'interaction score' which is the combination of time in queue (in minutes) plus the priority value (which is used as a time offset). As such, an interaction that has been waiting in queue for 5 minutes with a priority of 10 will have an interactions score of 15. A minute later, that score would be 16 and so on as it waits in queue.
Would you want to see just the priority value or would you want the interactions score? (I'm not sure if this is feasible simply based on the fact that it will increment every minute - but its something I could check on.
Let me know.
Thanks,
Chris
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Chris Bohlin
Product Manager - PureCloud
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Original Message:
Sent: 12-03-2021 10:56
From: Robert Wakefield-Carl
Subject: Monitor Interaction Priorities - Real Time
No way to do this now although the metric is there to grab with the API. Vote/Comment on this idea: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-893
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-03-2021 08:35
From: Philip Penn
Subject: Monitor Interaction Priorities - Real Time
Afternoon All,
New to Cloud only recently activated our Org and loving it. Moving from PureConnect to Cloud we have been asked if we can monitor Interactuion Priorities real-time.
Any help or insight would be approciated.
Thank you Phil
#Reporting/Analytics
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Philip Penn
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