FAQs: View

The alert status is set to Read when you read an alert and it remains in your Alerts Inbox until you delete it. Unread alerts remain in your Inbox with a bell icon for 8 hours, after which they continue to remain in the Genesys Cloud Inbox with unread statuses. Genesys Cloud automatically deletes alerts that are older than 30 days.

• What is the maximum limit on the number of SMSs or emails sent out per alert?
  • 10 per alert per organization per method (SMS or email).
• What is the maximum limit on the total number of SMSs or emails?
  • 1000 per organization per method (SMS or email).
• When will the limits be reset?
  • Every 24 hours since the first notification.
• Do these limits apply to the toast notifications on the UI?
  • No, these limits do not apply to the toast notifications on the UI. They exhibit the same behavior as the general behavior for any toast notification.

Recording files for policy based recordings are retained according to the retention period set for your QM policy. 

Policies for screen recordings are limited to a 1 year maximum retention period. There are no upper limits for call recordings or digital recordings.

For more information, see Retention period for analytics data and recording.

In Genesys Cloud, abandon is the number of interactions where a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction. You can see the number and percentage of abandons on different views and reports.

Abandons do not include flow-outs, which are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. 

The abandon rate does include short abandons. To see more information about the length of abandons, including short abandons, by queue, use the Abandon Intervals Metrics view. 

After you delete a queue, you can still access its past interactions and listen to recordings for calls placed in the deleted queue. Deleting queues does not impact metrics in views based on agent or other metrics. The conversations associated with deleted queues are retained and referenced by the queue’s 36-character identifier. But the queue name is no longer visible. You cannot search the deleted queue using the queue name.

Deleted queues do not appear on the queue-based views, such as Queues views. In other views, the deleted queue and related data appear without the queue name. Instead, those views display the queue ID number or Deleted Queue. For example, a deleted queue’s data still displays as a row in the DNIS Performance view, but, instead of the queue name, the queue ID appears in the row. You cannot click the queue ID for more information. 

For queue-based views, such as the Queue Performance Detail view, you cannot select deleted queues when you create a new view or edit a view. However, if you already selected an inactive or deleted queue on a view before the queue was deleted, then that queue still appears on the view when it runs. If you edit a view that contains a deleted queue, Genesys Cloud removes that queue from the view queue field and no longer includes it when the view runs again.

You can still query the API for metrics from deleted queues. For more information, see Analytics in the Developer Center.

For more information about how to delete a queue, see Edit or delete queues.

The Interactions view and Campaign Interactions Detail view may show different data for the same interactions due to the way each view represents data. For example, the Interactions view shows data for the entire interaction on a single row, while the Campaign Interactions Detail view shows data for each segment of the interaction on different rows. 

If you change a contact list name, queue name, user name, or wrap-up code, then it can take up to four days to see those changes in future reports runs. Reports that Genesys Cloud has already generated do not update. 

The following examples would cause an interaction to have an inbound/outbound direction on reports and views. This list does not contain every possible scenario.

• A call into a queue (inbound) with a completed callback (outbound)
• An email interaction sent on behalf of a queue (outbound) that the customer responds to (inbound)
• An outbound message sent (outbound) that the customer responds to (inbound)

Answered and Handle metrics measure two different actions during an interaction.

• Answered counts how many times an agent accepted an ACD routed conversation that was waiting in the queue.
• Handle counts how many interactions an agent took part in where they spent time contacting, dialing, talking, placing holds, or engaging in after call work.

For example:

Scenario 1: Transferred to Agent
Agent A is the first to accept an incoming call. Agent A talks to the customer and transfers the call to Agent B, who also talks to the customer and completes the interaction.
For this interaction: Agent A has one Answered, and one Handle. Agent B has zero Answered, and one Handle.

Scenario 2: Transferred to Queue
Agent A is the first to accept an incoming call inbound from Queue A. Agent A talks to the customer and transfers the call to Queue B. Agent B receives the ACD routed call from Queue B who also talks to the customer and completes the interaction.
For this interaction: Agent A has one Answered, and one Handle. Agent B has one Answered, and one Handle.

Answered and Handle also differ when Genesys Cloud counts them.

• Answered counts the interval when the agent answered the interaction.
• Handle counts in the interval when all segments for the agent’s handle time (contacting, dialing, talking, hold, and ACW) have been completed. Typically, this occurs when wrap up is submitted.

For example, an agent answers a call at 10:25 AM and ends the call at 10:45 AM. The answered metric for the agent and interaction would count in the 10:00 AM interval. The handle metric would count in the 10:30 interval.

Whether agents are active, inactive, or deleted does not impact metrics in views based on queue metrics. The Interactions view, Queue Performance Summary view, and Queue Performance Detail view allow you to filter by specific active and inactive users.

For more information about inactive and deleted agents and users, see Add people one at a time and Remove someone from your organization.