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Reporting on Interactions going to voicemail

  • 1.  Reporting on Interactions going to voicemail

    Top 25 Contributor
    Posted 29 days ago
    Hi All,

    How can we monitor/check those interactions in Genesys PureConnect reporting which are going to voicemail?
    For example, when customer is calling after playing welcome message call is directly going to voicemail if no agents are available. We have to check all such interactions in reports which are going to voicemail.
    What all configurations needs to be done to achieve this?

    Thanks in advance..!!

    Rahul C Tyagi
    Accenture India

  • 2.  RE: Reporting on Interactions going to voicemail

    Posted 29 days ago
    I would assume there is a check in Attendant to determine availability of agents. If yes, continue to queue, if no, go to voicemail. Personally, I would have thought easiest way to distinguish between these calls and "Abandoned in IVR" would be to set an attribute (CustomString or CustomNumber) so it can be seen within reporting.

    Philip Last
    Arvato Limited