Thanks for opening this. I will certainly go vote on it; we use voice mail quite extensively.
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Bethany Han
Business Application Expert
Blue Cross Blue Shield of NC
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Original Message:
Sent: 07-10-2019 11:47
From: Tom Kondrat
Subject: Voicemail Reporting
I have received a response from the Genesys Care team. ...As per checking, this is possible with custom report. You can open Feature Request ticket, we have other teams that can accommodate these requirements with you. This is a bit frustrating to say the least.
I have opened a Feature Request ENOPLA-I-251 today and votes are welcomed!
Also, I found another similar feature request ENINB-I-341 from Feb 2019.
Maybe votes will get some action.
Thanks for the input.
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Tom Kondrat
FCA US LLC
Original Message:
Sent: 07-10-2019 10:55
From: Kevin Brown
Subject: Voicemail Reporting
Sadly this is a massive hole in Customer Experience that Genesys has left us with.
We create an email address that is a distribution list, with one email notification going to a dedicated email address for reporting purposes only. Counts of voicemails received are collected there.
However, there is no way to determine how long VMs sat before being listened to.
I get the feeling that Genesys offered VM in response to hybrid competitors such as Avaya, but now wants to walk away from VM, though it can create a massive CX hole. Keep the pressure on them everyone!
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Kevin Brown
Customer Experience Centers Chief Architect
Banner Health
Original Message:
Sent: 07-10-2019 09:55
From: Tom Kondrat
Subject: Voicemail Reporting
Thanks Austin.
I also have Care Ticket opened and will provide any additional feedback from Genesys to this thread.
--
Thomas J. Kondrat
Customer Care
Telephone: 586.274.8153
Mobile: 586.298.7297
Email: Thomas.Kondrat@fcagroup.com
This electronic transmission is the exclusive property of FCA US LLC and is for the sole use of the intended recipient(s) named above and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is strictly prohibited. If you are not the intended recipient, please contact the sender and destroy all copies of the message.
Original Message------
There isn't a great way to do this.
The way I would go about this is to use the BI Feed to see where the tartget address is the DN voicemail Access number.
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Austin Brigham
WHIRLPOOL CORPORATION
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