Genesys Cloud CX

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  • 1.  what determines if a call is inbound/outbound

    Posted 02-06-2018 15:36

    inbound__outboundi have several inbound/outbound calls that are not call backs and i am not sure why they are considered inbound/outbound



  • 2.  RE: what determines if a call is inbound/outbound

    GENESYS
    Posted 02-13-2018 21:21

    Hi James,

     

    My understanding is that Inbound/Outbound can mean that a conversation had segments that were different directions, even if the call was not an "outbound" call in the traditional sense:

    "The direction of the interaction. Inbound/outbound indicates that the conversation had multiple parts that were of opposing directions. For example, an outbound call to a queue’s external IVR contains both inbound and outbound segments."

    https://help.mypurecloud.com/articles/interaction-details-report/