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  • 1.  Performance Filters: DIRECTION versus INITIAL DIRECTION

    Posted 07-28-2021 17:51
      |   view attached
    I am puzzled by the Performance View filters DIRECTION and INITIAL DIRECTION. The filter instructions in the Resource Center are not vey descriptive.

    Filtering first by DIRECTION/Inbound and then by INTIAL DIRECTION/Inbound will produce the same metrics for some days but different metrics for other days. I have been unable to determine why there is a difference. Can anyone provide some insight?
    #Reporting/Analytics

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    Bruce LAMbert
    Bright Horizons Family Solutions LLC
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    DIRECTION vs INITIAL DIRECTION.pdf   207 KB 1 version


  • 2.  RE: Performance Filters: DIRECTION versus INITIAL DIRECTION

    Posted 07-28-2021 20:02
    One thing I would guess is that if you had an inbound call, you would have both direction and initial direction as Inbound.  But if that inbound call creates a callback, you would have outbound for the direction and inbound for the initial direction.  I would assume that would also be the case with forwarded calls and Emails.  Anyone disagree?

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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