Genesys Cloud CX (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Calls Offered seems inflated

  • 1.  Calls Offered seems inflated

    NEW MEMBER
    Posted 9 days ago
    I noticed this week that the calls offered increased in our call center by almost double.  This seems strange and unexpected.  How can someone go about confirming the data in the reports are correct?
    #Reporting/Analytics

    ------------------------------
    Heather Higginbotham
    Cox Automotive Corporate Services, LLC
    ------------------------------


  • 2.  RE: Calls Offered seems inflated

    Posted 7 days ago
    You might check to see if you are using callbacks that are not created with the callback tool and check for flow outs.  Compare answered with handled.  Also, add flow outcomes to the IVR and compare those with the offered.

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