Genesys Cloud (formerly PureCloud)

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Reporting on Contacts/Organizations

  • 1.  Reporting on Contacts/Organizations

    Posted 12 days ago
    Good morning,

    We are working on creating organizations (clients) within our contacts and having external contacts assigned to those Organizations. (Think employees (coming in as external contact) of Client (organization)) We would like to report on interactions in an organization level. Hoping to capture total interactions for a certain organization and also average handle time, wrap codes, etc. I could not locate any reports that allowed this and didn't see organization as an option to add to the interactions page filter. This is pretty important to our business so I hope there is a way to capture this information. I would appreciate any guidance from anyone doing this now. Thanks.

    Julie
    #Reporting/Analytics

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    Julie Green
    Sentinel Benefits & Financial Group
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  • 2.  RE: Reporting on Contacts/Organizations

    Posted 9 days ago
    Hi, from my experience there are a few ways to do this, but in all of them you will need to look at this externally to Genesys cloud,

    some steps would / could be you will need the API to extract all dialled / received numbers, then pop that into a data warehouse along with a copy of your external contacts and then start running reports against the digits dialled / time spent on the phone etc,

    you could possibly extract this info from your sip carrier and import that into a db and run the "numbers" against your contacts database, or perhaps even import your contacts into your sip carriers reporting tool

    Me I would approach my carrier and see what reporting portal they can provide and if you can upload your contacts to it

    What you are looking for is / was typical of the good old telephone cost management systems that worked off the serial port or worse of a conventional pbx and it spat out the call by call info on a dot matrix printer hidden in the corner somewhere, and was pretty handy to see how often one person called their "partner" and what the cost was per call.



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    Hylton Tiedt
    Vodafone New Zealand
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