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The Genesys Cloud Division Id's names are now available on the Genesys Cloud Conversation records. At the summary level you will find a list of all Divisions involved in each conversation where an Agent is involved.

In the drill down to session level, you will find the Division associated with Agent participants, if there is one assigned.

Note that for sessions where the participant is a Queue, the Division will be implemented shortly.

Image Modified

Bug Fixes

When a call spanned the top of the hour, it was displayed in the Voice Quality Management grid as two different streams with the same Group Stream ID. When selecting the first stream (right click on it to get the details), both streams were highlighted and details could only be seen for the first stream and the second was inaccessible. This provided incomplete details for the call. This has now been fixed and complete details are now available in the Details pop-up. Note that if the query time-frame does not encompass the hour that the 'Call Start Time' falls within, then the stream will only include the hours (or part thereof) for the query time-frame on the streams grid view, but the entire call time-frame in the Details pop-up.

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