It appears to me that Outbound calls (Initial Direction = Outbound) show Direction as 'Inbound/Outbound' if the call was live-monitored.

Is that other people's experience?  There doesn't seem to be a benefit in representing it in this way when you can determine if the call was monitored from the 'Monitor' column, or am I missing something? Would there be other Initial Direction = Outbound call scenarios where there would be an Inbound/Outbound Direction?

This knowledge article doesn't include that scenario (but does state it doesn't cover all scenarios):
What scenarios cause an interaction to have an inbound/outbound direction in reports and views? - Genesys Cloud Resource Center 

Regards
#Outbound
#Reporting/Analytics

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

Hi Sarah

I'm not 100% sure but an internal call to a queue that's then answered by an agent might also show this same inbound/outbound confusion.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 09-09-2021 21:00
From: Sarah Newell
Subject: Performance Interactions - Direction = Inbound/Outbound for Outbound calls

It appears to me that Outbound calls (Initial Direction = Outbound) show Direction as 'Inbound/Outbound' if the call was live-monitored.

Is that other people's experience?  There doesn't seem to be a benefit in representing it in this way when you can determine if the call was monitored from the 'Monitor' column, or am I missing something? Would there be other Initial Direction = Outbound call scenarios where there would be an Inbound/Outbound Direction?

This knowledge article doesn't include that scenario (but does state it doesn't cover all scenarios):
What scenarios cause an interaction to have an inbound/outbound direction in reports and views? - Genesys Cloud Resource Center

Regards
#Outbound
#Reporting/Analytics

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

Hi Vaun

Thanks, that makes sense. I believe I have seen that scenario, although an agent didn't answer the call.

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

Original Message:
Sent: 09-10-2021 01:43
From: Vaun McCarthy
Subject: Performance Interactions - Direction = Inbound/Outbound for Outbound calls

Hi Sarah

I'm not 100% sure but an internal call to a queue that's then answered by an agent might also show this same inbound/outbound confusion.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 09-09-2021 21:00
From: Sarah Newell
Subject: Performance Interactions - Direction = Inbound/Outbound for Outbound calls

It appears to me that Outbound calls (Initial Direction = Outbound) show Direction as 'Inbound/Outbound' if the call was live-monitored.

Is that other people's experience?  There doesn't seem to be a benefit in representing it in this way when you can determine if the call was monitored from the 'Monitor' column, or am I missing something? Would there be other Initial Direction = Outbound call scenarios where there would be an Inbound/Outbound Direction?

This knowledge article doesn't include that scenario (but does state it doesn't cover all scenarios):
What scenarios cause an interaction to have an inbound/outbound direction in reports and views? - Genesys Cloud Resource Center

Regards
#Outbound
#Reporting/Analytics

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------

Hi Sarah
I've also observed this Inbound/Outbound Direction for outbound campaign calls that are transferred to a queue for handling by an agent (including those calls that are transferred to a queue but fail to reach an agent).

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 09-09-2021 21:00
From: Sarah Newell
Subject: Performance Interactions - Direction = Inbound/Outbound for Outbound calls

It appears to me that Outbound calls (Initial Direction = Outbound) show Direction as 'Inbound/Outbound' if the call was live-monitored.

Is that other people's experience?  There doesn't seem to be a benefit in representing it in this way when you can determine if the call was monitored from the 'Monitor' column, or am I missing something? Would there be other Initial Direction = Outbound call scenarios where there would be an Inbound/Outbound Direction?

This knowledge article doesn't include that scenario (but does state it doesn't cover all scenarios):
What scenarios cause an interaction to have an inbound/outbound direction in reports and views? - Genesys Cloud Resource Center

Regards
#Outbound
#Reporting/Analytics

------------------------------
Sarah Newell
Lifeline Aotearoa
------------------------------