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Interaction Details Report v. Interaction Details on-screen

  • 1.  Interaction Details Report v. Interaction Details on-screen

    GCAP Member
    Posted 01-03-2019 15:52
    Would someone at Genesys please explain why the Interaction Details Report doesn't actually list all interactions? It only includes a sub-set of the interactions displayed on-screen excluding calls that are not "connected" (using whatever definition of connected was convenient for the report writer). How are you supposed to provide comprehensive reporting options to managers whey you exclude data from the report?
    #Reporting/Analytics

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    Patrick Rada
    Keypath Education LLC
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  • 2.  RE: Interaction Details Report v. Interaction Details on-screen

    Top 25 Contributor
    Posted 01-11-2019 10:22
    Patrick-
    Can you confirm if the Interactions View provides you all the insights you are looking for?  We are working on CSV Export from that View that will give you all the columns / data from that view.     Then following that we have a project underway that will allow PDF export of all the views (based on the columns / order you've selected) to provide fully custom reports based on the views.  In this way, you can select what data and order you'd like for your reports.

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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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  • 3.  RE: Interaction Details Report v. Interaction Details on-screen

    GCAP Member
    Posted 01-11-2019 16:12
    Hi Darlene -

    Yes. That'd be great!

    I'm still confused why the "Interaction Detail Report" (IDR) doesn't actually include all the interactions. Only a subset of the view interactions seem appear in the report challenging its veracity. According to Support the only includes interactions that were connected; whereas, the Agent Metrics report includes connected and attempted calls.

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    Patrick Rada
    Keypath Education LLC
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