Genesys Cloud CX

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  • 1.  Outbound Metrics

    Posted 04-24-2017 17:33

    Hi there,

     

    Are there are reports I can run to see the outbound metrics; calls and emails our team makes?

     

    Thanks!

    -Emily



  • 2.  RE: Outbound Metrics

    GENESYS
    Posted 04-24-2017 21:09

    Hello Emily,

     

    The Interaction Details report (https://help.mypurecloud.com/articles/interaction-details-report/) includes outbound interactions. To my knowledge, there isn't a report that shows *only* outbound interactions, unless we're talking about Dialer campaign calls.

     

    It's not a report, but you can also filter for outbound interactions in the Performance Interactions  view. 

     

    Just to make sure--my answer assumes you're asking about calls manually dialed by users, as opposed to Dialer calls made by the system. (There is a set of Dialer reports, but those only include campaign calls. Your wording sounds like you aren't talking about Dialer, but I thought I'd check.)

     

    Let me know if you have other questions :)



  • 3.  RE: Outbound Metrics

    GCAP Member
    Posted 04-18-2018 04:45
    One year later is there still no outbound metric available?
    Any plan for the future?

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    Mathieu Poulain
    AXA General Insurance Japan Limited.
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  • 4.  RE: Outbound Metrics

    GCAP Member
    Posted 08-14-2019 19:17
    I'd like to ask the same question, only a year (and a bit!) further on - it's 2019 and we still don't have an easy to use report for outbound details?

    This would seem like a basic feature to have - a simple report that summarises all outbound calls made via Purecloud, for a given date range.

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    Christian Legg
    MyBudget
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  • 5.  RE: Outbound Metrics

    GCAP Member
    Posted 08-15-2019 03:33
    Hi Guys - I concur....

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    Matt Calton
    Grove & Dean Ltd
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