Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

looking for metrics - conference and consult

  • 1.  looking for metrics - conference and consult

    GENESYS
    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?

    #Reporting/Analytics

    ------------------------------
    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
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------