I'm looking to see how current Genesys Cloud clients are able to view active outbound calls made on behalf of a queue. I just came from a demo in which the Genesys counterpart couldn't identify the means to do this. I do see that the Queues Activity Detail view
can show based on a summarized count by media type, but there doesn't appear to be a means to breakdown voice interaction counts by direction in this view?How do other current GC clients determine volume of active outbound calls not associated to an outbound campaign or callback interaction? Is there a view that can support this?
NOTE: Currently, I support the PureConnect Cloud platform for my company, and we are looking at Genesys Cloud CX as a possible future solution. We're able to see the count of active voice calls broken out by inbound vs outbound. This seems like a pretty standard out-of-the-box data; point to support, so it took me by surprise that this doesn't seem to be accounted for in this view.
I would love any and all feedback that you can share.
Thanks!
#Omni-ChannelDesktop/UserInterface#Outbound#Reporting/Analytics------------------------------
Barry Farrington
Senior Contact Center IVR & ACD System Administrator
FedPoint
fedpointusa.com
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