We are looking to report on the Genesys CTI integration but I do not see the data being stored in ServiceNow. We are looking for Call times, duration, abandonment, etc. I would expect to see this in the Phone Log but it doesn't seem to be populated. I found a UI Action, "Show Interaction Content", but from what I can tell the information displayed is not stored in ServiceNow.
Is there a way to get the Genesys CTI to store data in the Phone Log table so that it can be reported on, or is there another way to get reporting on calls from within ServiceNow?
