Genesys Cloud
Improved call history clarity for group ring calls

In a future release, Genesys Cloud will update how group ring calls appear in Call History. Previously, when a call was routed to a group and answered by any group member, it still appeared in red as a missed call in the call history of other group members who didn’t answer it. This update gives agents and business users clearer insight into how group calls are handled. Improved group appearance prevents confusion, reduces unnecessary follow-ups, and makes it easier to distinguish between actual missed calls and those interactions that were resolved by others.

What’s changing?

• Group calls answered by another group member no longer appear as missed calls for the rest of the group. Instead, they will display as standard (black) entries in Call History.
• Users will be able to expand each group call entry to view details such as:
  • Which group member answered the call
  • Whether the call went to voicemail
  • Whether the caller abandoned the call