In Genesys Cloud, abandon is the number of interactions where a customer… [More]
After you delete a queue, you can still access its past interactions… [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]
In reports, when can I expect to see updates for contact list names, queue names, user names, and wrap-up codes?
If you change a contact list name, queue name, user name, or… [More]
The following examples would cause an interaction to have an inbound/outbound direction… [More]
Answered and Handle metrics measure two different actions during an interaction. Answered… [More]
Whether agents are active, inactive, or deleted does not impact metrics in… [More]
No. You can see only the reports that you create.
Flow-outs and Genesys Cloud’s method of tracking metric statistics could cause the… [More]