Release Notes - Genesys Cloud Historical Adapter v2.6.2

Owned by Arielle Kaye Odeste
Jan 28, 2022
1 min read

Overview

Version 2.6.2 of Genesys Cloud Historical Adapter is a hotfix that adds an enhancement in the Call Segments index.

Product Enhancements

  • CustomerWaitTime - A new field named CustomerWaitTime has been added in CallSegments index. This field will display a calculated time value that is:

    • The total time the customer waited from the time they dialed into the contact center until an agent answered OR

    • The total time the customer waited from the time they dialed into the contact center until they were notified that an agent is not available to attend the call.

  • CustomerWaitTime - CustomerWaitTime is calculated in milliseconds and is only applicable for inbound calls. It is expected that at most the CustomerWaitTime value will be displayed against only one segment per conversation.