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Offline VinSanity

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Customer Contact details
« on: October 07, 2016, 05:32:59 PM »
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I would like to understand at a customer level how many times they call, average handle time, hold time, etc. and metrics around email. 

Can Genesys provide this granular level?
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Offline cavagnaro

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Re: Customer Contact details
« Reply #1 on: October 07, 2016, 05:57:39 PM »
GIM is your choice
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Offline nonny

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Re: Customer Contact details
« Reply #2 on: October 10, 2016, 05:53:42 AM »
Wasn't that part of the goal of "Conversation Manager" using UCS?

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Offline cavagnaro

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Re: Customer Contact details
« Reply #3 on: October 10, 2016, 06:19:35 AM »
UCS is not a reporting solution, is a centralized historical store. As a consolidated solution, questions like Hold time, average handle time are not registered by UCS as are part of the in communication process. Therefore you need something that stores all TServer events made during that communication. GIM is the only solution I can think of.

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