Genesys Cloud - Main

Hi there!

Where can I go to see Queue detailed information like is there a threshold for holding before the call disconnects? or if there is an announcement before it disconnects?

Thanks!

Isaac Denegri

Everbank

Hi Isaac,

The queue activity detail view will show information regarding the calls that hit that queue (to get there Click Performance > Workspace > Contact Center > Queue Activity). However, if you need information like if there was any warning before the call disconnect i believe you will have to listen to the call recording provided you have recording enabled on the trunk.

When you open individual interaction you can see the timeline and the timeline will show the time the call spent in the IVR, on the Queue and how much time the agents was connected to this interaction. I hope this is helpful and you can also read more about queue detail activity view, the permission need to be able to view it details and more at https://help.mypurecloud.com/articles/queues-activity-detail-view/

Regards,

Hammed Lawal

Hi there!

Where can I go to see Queue detailed information like is there a threshold for holding before the call disconnects? or if there is an announcement before it disconnects?

Thanks!

Isaac Denegri

Everbank

Hi there!

Where can I go to see Queue detailed information like is there a threshold for holding before the call disconnects? or if there is an announcement before it disconnects?

Thanks!

Isaac Denegri

Everbank

Hi there!

Where can I go to see Queue detailed information like is there a threshold for holding before the call disconnects? or if there is an announcement before it disconnects?

Thanks!

Isaac Denegri

Everbank

PS: Maybe you will have to look into the inqueue-flow, too.

Hi there!

Where can I go to see Queue detailed information like is there a threshold for holding before the call disconnects? or if there is an announcement before it disconnects?

Thanks!

Isaac Denegri

Everbank