Genesys Cloud CX

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  • 1.  Repeat Caller Report

    Posted 10-07-2021 10:23
    Is there a way to determine how many times a customer calls back in a day, week, or month?  For example we had over 40% abandon calls in one day.  We were wanting to see if any of these callers tried to call again later in the day.  Is there a report to determine that?

    Heather Higginbotham
    Cox Automotive Corporate Services, LLC

  • 2.  RE: Repeat Caller Report

    Posted 10-07-2021 10:47
    I have not seen such standard API, but its achievable with some workarounds.
    Instead of standard Analytics API, you can do your own calculations based on Conversations Details API.
    In this way you will be able to track abandon calls and customer calls back.

    Taras Buha

  • 3.  RE: Repeat Caller Report

    GCAP Member
    Posted 10-08-2021 10:41
    You could add the ANI metric to the Performance>Interactions view and filter by queue if desired.  Export and pivot on ANI.

    Bruce Lambert
    Bright Horizons Family Solutions LLC

  • 4.  RE: Repeat Caller Report

    Posted 10-11-2021 02:29
    Hi Heather,
    This is do able with Genesys Cloud APIs. We have built this as a feature for our clients in our Noralogix REPO application. This is done by single number filter as well, so when you type a number the search starts filtering down or one can also have it top to bottom. Happy to share information with you if required

    Kind Regards

    Warren Beddie
    Noralogix PTY (Ltd)