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Offline victor

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Customizing Queue Activity Report
« on: April 30, 2025, 04:59:55 AM »
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Hi,

I would like to customize the queue activity report so that the call would be counted when the call has ended and not when it has originated.

In other words, if the call comes in at 15:13 and ends at 15:48, and I run the report at the end of the day it currently shows as 1 in 15:00-15:30 reporting period and I would like to see this one in 15:30-16:00 period.  Is there a simple way to do it?
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Offline Danielpoope

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    • Exploring the Future of Genesys CTI Integration.
The Future of Genesys CTI Integration.
« Reply #1 on: October 15, 2025, 09:53:06 AM »
In my opinion, the potential of Genesys CTI integration is only beginning to be realized. As companies increasingly adopt AI and machine learning technologies, how can we ensure that our CTI systems evolve to fully harness these advancements? If CTI can learn from every interaction, could we eventually reach a point where human agents are no longer needed for complex customer inquiries?
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