Genesys Cloud - Main

Hi, 

where can I see queue details? For instance, I have an special queue that should ring for 60 seconds before the call is disconnected. Also, I want to confirm that there is an announcement played before it disconnects. I do have an excel mapping document with all that information but where do I see that in Genesys?

Also, I have another special queue created for an specific call reason.  Where can I see the incoming call handling? 

Thank you in advance!!

#ArchitectureandDesign
#Routing(ACD/IVR)

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Isaac Denegri
EverBank, N.A.
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Hi Isaac,

You can use the views Contact Center, It here has all the information available for queues.

https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

Some information is more specific and you can use Flow Architect to generate Participant Data information.

Att,

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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 05-06-2024 11:38
From: Isaac Denegri
Subject: Queue Details

Hi, 

where can I see queue details? For instance, I have an special queue that should ring for 60 seconds before the call is disconnected. Also, I want to confirm that there is an announcement played before it disconnects. I do have an excel mapping document with all that information but where do I see that in Genesys?

Also, I have another special queue created for an specific call reason.  Where can I see the incoming call handling? 

Thank you in advance!!

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Isaac Denegri
EverBank, N.A.
------------------------------