Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: VinSanity on October 07, 2016, 05:32:59 PM

Title: Customer Contact details
Post by: VinSanity on October 07, 2016, 05:32:59 PM

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?

Title: Re: Customer Contact details
Post by: cavagnaro on October 07, 2016, 05:57:39 PM

GIM is your choice

Title: Re: Customer Contact details
Post by: nonny on October 10, 2016, 05:53:42 AM

Wasn't that part of the goal of "Conversation Manager" using UCS?

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Title: Re: Customer Contact details
Post by: cavagnaro 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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