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  • 1.  Total Queue [Abandoned Calls]

    Posted 10-20-2019 13:26
    No replies, thread closed.
    Hello,


    Total Queue is the amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.
    This information is really important for me regarding abandoned calls.

    I can find this information under Interactions section, but unfortunately I couldn't export those data. Even in the reports I couldn't find it.

    Is there a way to find this metric somewhere and export it ?

    Regards,




    #Reporting/Analytics

    ------------------------------
    Charaf Eddine Chemlal
    NTT Ltd
    ------------------------------


  • 2.  RE: Total Queue [Abandoned Calls]

    Posted 10-21-2019 08:08
    No replies, thread closed.
    The Export functionality for the Interactions View is just finishing Beta Testing and due to release very soon;

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Total Queue [Abandoned Calls]

    Posted 10-21-2019 08:38
    No replies, thread closed.
    Good news !

    Thank you @Darlene Oordt for the update.

    ​

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------

    Original Message


  • 4.  RE: Total Queue [Abandoned Calls]

    Posted 10-23-2019 06:35
    No replies, thread closed.
    Hi Darlene,

     Looking forward to the export functionality from the interactions view being released, is their any ETA on it being released so we can manage expectations accordingly?

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------

    Original Message


  • 5.  RE: Total Queue [Abandoned Calls]

    Posted 10-24-2019 01:29
    No replies, thread closed.

    Should be within the next few weeks. Keep an eye on the coming soon page!




    Original Message


  • 6.  RE: Total Queue [Abandoned Calls]

    Posted 10-25-2019 15:54
    No replies, thread closed.
    Happy Friday!  Interactions export is now on the coming soon page and anticipated to release on Wednesday! https://help.mypurecloud.com/features-coming-soon/

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 7.  RE: Total Queue [Abandoned Calls]

    Posted 10-30-2019 10:55
    No replies, thread closed.
    Interactions export is now available! You should now find the download button in your Interactions, Agent Interactions, and Queue Interactions views if you have Analytics > Data Export > All permissions. Check out the Resource Center for more information: https://help.mypurecloud.com/articles/interactions-view/.

    ------------------------------
    Maisey Harris
    Development Group Manager, Analytics UI & Reporting
    Genesys
    ------------------------------

    Original Message


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