Genesys Cloud - Main

 View Only
Discussion Thread View
Back to discussions
Expand all | Collapse all

2 Questions regarding Reporting Functionalities

  • 1.  2 Questions regarding Reporting Functionalities

    Posted 02-04-2021 13:00

    Hello all,

    I am using Genesys Cloud for a while now and I got a customer request with 2 Topics I never heard of in Genesys Cloud. Maybe you can help me to answer those questions...

    1. Are there Outbound Reports? I mean the customer dont have the classical outbound functionalities because of his licence. But he still wants to report on all Calls were Agents iniciated the call over the past day, week, month and year. Does Genesys Cloud bring a report for Direction Outbound which is not linked to an outbound campaign?

    2. Is it possible to report on ppl which called during the closed hours? 

    In Our case here, the customer straigth up forwards a number calling during closed hours with the "route to number" object to a specific number. Can I still report on those? I dont think there is a standard report but can I somehow get the IVR to measure the call volume?

    Best Regards
    Florian


    #Ask Me Anything (AMA)
    #ConnectwithaCustomer(NEW)
    #Outbound
    #Reporting/Analytics

    ------------------------------
    Florian Pickert
    T-Systems Multimedia Solutions GmbH
    ------------------------------


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources