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 schedule a report?
Use the report editor to schedule a report. You can choose how… [More]
How does deleting queues affect reports, views, and other data?
After you delete a queue, you can still access its past interactions… [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]
Is there a way to see reports that other users create?
No. You can see only the reports that you create.
What are the limits for SMS/email alert notifications?
The maximum limit on the SMS or emails per alert is set… [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 is the lifetime of alerts?
The alert status is set to Read when you read an alert… [More]
What is the retention period for analytics data and recording?
Recording files for policy based recordings are retained according to the retention… [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]
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]