Genesys Cloud (formerly PureCloud)

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looking for metrics - conference and consult

  • 1.  looking for metrics - conference and consult

    Posted 08-04-2020 05:25

    Hi all

    missing a few commonly used  metrics in both reporting and API calls documentation:

    - consult calls RECEIVED (have only found consult calls MADE)
    - conference calls INITIATED
    - conference calls JOINED

    I know I could derive from conversation detail data but cannot find them in existing aggregates. Might be just me being too stupid to find them in docs - or are they really missing?


    Peter Dickhaut
    Genesys - Employees

  • 2.  RE: looking for metrics - conference and consult

    Top 25 Contributor
    Posted 08-08-2020 19:48
    If you go into an Agent Performance then Interactions, you should be able to add:

    Consulted:  Consult Calls Received
    Transfers and Flow-out Type should show the conferences initiated
    Segments should show the conference joined.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect