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 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 Campaign Interactions Detail view and the Interactions view?

The Interactions view and Campaign Interactions Detail view may show different data… [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]