Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on April 30, 2025, 04:59:55 AM

Title: Customizing Queue Activity Report
Post by: victor on April 30, 2025, 04:59:55 AM

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?

Title: The Future of Genesys CTI Integration.
Post by: Danielpoope 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?