Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Which agent called which contact

  • 1.  Which agent called which contact

    Posted 05-12-2020 17:56
    The requirement is to match agent interactions to the contact list details.
    The current process is to export the campaign list when complete and an interaction detail export for call made via the outbound campaign queue.
    This is then mapped via matching DNIS to contact number to establish which agents handled which contacts and the interaction details.

    Does anyone else have a better process for this function please?
    #Outbound
    #Reporting/Analytics

    ------------------------------
    Sara Perry
    CVT (Global) Pty Ltd
    ------------------------------


  • 2.  RE: Which agent called which contact

    Top 25 Contributor
    Posted 05-12-2020 19:40
    Couldn't you just use the Interactions View to show the campaign calls using a filter and show the User and ANI to show the relationship.  You can export this list and then use it to get the information you need.



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



  • 3.  RE: Which agent called which contact

    Posted 05-12-2020 21:33
    Hello Robert,

    Yes that is the current process, however mapping that data back to the contact list is quite manual.

    ------------------------------
    Sara Perry
    CVT (Global) Pty Ltd
    ------------------------------



  • 4.  RE: Which agent called which contact

    Top 25 Contributor
    Posted 05-13-2020 00:30
    If you use the phone number as the contact ID, you can easily match them up.  Other option is to show the Contact ID in the Interactions View and that will match the export you have.  What in the contact list export are you missing?  Can't you write that information to another column with a wrap-up rule?

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



  • 5.  RE: Which agent called which contact

    Posted 05-14-2020 03:31
    Hello Robert,

    Thank you

    Not missing anything in the exports for this process, was just wondering if there was a more automated process than matching phone numbers from two different reports.
    This process is simple but also a bit manual, I was hoping there might be a more polished reporting process available.

    The customer is already utilising the wrap-up codes for different data points otherwise wrapping up with the agents name would be a good solution for combining the information into a single reporting export.


    ------------------------------
    Sara Perry
    CVT (Global) Pty Ltd
    ------------------------------



  • 6.  RE: Which agent called which contact

    Top 25 Contributor
    Posted 05-14-2020 10:27
    Create a spreadsheet with the columns you want from both reports.  Download the contact list and the Interactions View as CSV and pop into two other sheets in Excel.  Now map the two imported sheets to your original tab.  Next import, just overwrite your import tabs and your report is complete.  You can automate the download of the list and view using the API as well.

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