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Performance Interactions - Direction = Inbound/Outbound for Outbound calls

  • 1.  Performance Interactions - Direction = Inbound/Outbound for Outbound calls

    Posted 9 days ago
    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

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    Sarah Newell
    Lifeline Aotearoa
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  • 2.  RE: Performance Interactions - Direction = Inbound/Outbound for Outbound calls

    Top 25 Contributor
    Posted 8 days ago
    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.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Performance Interactions - Direction = Inbound/Outbound for Outbound calls

    Posted 6 days ago
    Hi Vaun

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

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    Sarah Newell
    Lifeline Aotearoa
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  • 4.  RE: Performance Interactions - Direction = Inbound/Outbound for Outbound calls

    GCAP Member
    Posted 5 days ago
    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).

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    Emily Kammerer
    Ascendium Education Solutions, Inc.
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