Genesys Cloud - May 8, 2019

Contact center

New Connection column in performance views

Contact center managers can now view the number of interactions that originated in a particular location, such as a DNIS, in the DNIS Performance, Queue Performance, and Agent Queue Detail views. The new Connection column helps managers get an accurate count of the number of interactions that originally entered that location per queue. For more information, see DNIS Performance view , DNIS Performance Detail view, Queues Performance Summary view, Queues Performance Detail view, and Agents Queues Detail view.

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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.