FAQs: Contact center managers
How can I make sure that an agent goes off queue when they deselect their phone?
To prevent an agent from remaining on queue if they deselect their… [More]
How can managers see their employee’s quality evaluations?
Anyone with the appropriate permissions can see evaluations, so it depends on… [More]
How do active, inactive, and deleted users affect reports and performance views?
Whether agents are active, inactive, or deleted does not impact metrics in… [More]
How do I create a group?
Members of an organization must have permission to create groups. For admins, see… [More]
How do I join or leave an official group?
Only group owners can add or remove members from an official group. For… [More]
Outbound dialing services are momentarily unavailable. What should I do?
This message indicates that a back-end service is at capacity, meaning that… [More]
What does the lock icon represent?
The lock icon next to an activity indicates that the activity is… [More]
What happens when the user flags the call? Can I as an administrator see the flag in reports? Or is it just information for Genesys?
In Performance > Interactions, Genesys Cloud Supervisors can see that an agent… [More]
What is the difference between the answered and handle metrics?
Answered and Handle metrics measure two different actions during an interaction. Answered… [More]
What scenarios cause an interaction to have an inbound/outbound direction in reports and views?
The following examples would cause an interaction to have an inbound/outbound direction… [More]
What type of situations do abandons include in Genesys Cloud?
In Genesys Cloud, abandon is the number of interactions where a customer… [More]
What’s the difference between a script template and a component template?
Script editor offers two types of templates: Script templates are entire scripts… [More]
Where can a developer find information about outbound dialing?
Genesys Cloud developer tools are documented in the Genesys Cloud Developer Center…. [More]
Which additional roles do contact center agents and supervisors need?
Contact center agents and supervisors need extra roles assigned to them so they… [More]
Why are calls not recording?
Call recording requires that Line Recording is enabled on the SIP trunk… [More]
Why do multiple concurrent Genesys Cloud logins cause problems?
Genesys Cloud does not support multiple concurrent logins to the same account…. [More]
Why does some data not match on the Dialer Campaign detailed Attempt History report and the Interactions view?
The Interactions view and Dialer Campaign Detailed Attempt History report may show… [More]
Why does the Offered metric not always equal the Answered plus Abandoned metrics?
Flow-outs and Genesys Cloud’s method of tracking metric statistics could cause the… [More]
