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 or business user flagged a call as problematic. Flagged is one of several columns that Genesys Cloud supervisors can add to that view. In this view you can see which calls a user flagged as problematic, but any further details are only available to Genesys Cloud engineers.

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.