Genesys Cloud - Main

Hello, I need to determine the number of calls answered by agents for the previous month who have since been deleted due to termination. I'm able to pull up some of their data under the Interactions page (they're no longer under Agent Performance), but this is where it gets tricky.

When I look at a call under Interactions, I'll sometimes see multiple users, including these deleted users. Sometimes the call went to them for a split second and then was immediately transferred to another rep. The disconnect reason is described as "Endpoint - Media Helper Required." If a call has three users listed and two of them were immediate disconnects due to endpoint issues, is this counted as answered three times or only once? I'm wondering how similar calls with active users show up under the Answered column in the Agent Performance page, as this is what our contractor uses to bill us.

If you know of a better way to pull this data (I don't have API access), please let me know. Thanks for your help!

Hey Linsey,
Welcome to the community!

I don't believe they would show as answered as it sounds like it tries to alert the user and then disconnected straight away due to the "Media Helper Required".

Without API access the easiest way to do this would be to restore the deleted user and check the agent data for one the calls you found to see if it counted as answered: What happens when I restore a user's account? 

Hello, I need to determine the number of calls answered by agents for the previous month who have since been deleted due to termination. I'm able to pull up some of their data under the Interactions page (they're no longer under Agent Performance), but this is where it gets tricky.

When I look at a call under Interactions, I'll sometimes see multiple users, including these deleted users. Sometimes the call went to them for a split second and then was immediately transferred to another rep. The disconnect reason is described as "Endpoint - Media Helper Required." If a call has three users listed and two of them were immediate disconnects due to endpoint issues, is this counted as answered three times or only once? I'm wondering how similar calls with active users show up under the Answered column in the Agent Performance page, as this is what our contractor uses to bill us.

If you know of a better way to pull this data (I don't have API access), please let me know. Thanks for your help!

Hello, I need to determine the number of calls answered by agents for the previous month who have since been deleted due to termination. I'm able to pull up some of their data under the Interactions page (they're no longer under Agent Performance), but this is where it gets tricky.

When I look at a call under Interactions, I'll sometimes see multiple users, including these deleted users. Sometimes the call went to them for a split second and then was immediately transferred to another rep. The disconnect reason is described as "Endpoint - Media Helper Required." If a call has three users listed and two of them were immediate disconnects due to endpoint issues, is this counted as answered three times or only once? I'm wondering how similar calls with active users show up under the Answered column in the Agent Performance page, as this is what our contractor uses to bill us.

If you know of a better way to pull this data (I don't have API access), please let me know. Thanks for your help!

The metrics aren't removed from the system when a user gets deleted, the counts you get from the results in the interactions view would not change at all as a result of a user being deleted.  The raw data stores the identifiers for the agent and the data can still be pulled back by those identifiers.  The main thing that changes is the ability to resolve that identifier to a name.  Any type of view that is showing individual agent stats will list out the agents by who is currently active in the system and those views wouldn't show the deleted agent because they're no longer active.

The best way to get your answer count and not have it affected by deleted agents is to view it in some way that isn't grouped by agent.  What way works for you will depend on what exactly you want to bill on.  Generally I'd say getting the counts by queue usually is the right choice, but it would depend on if your billing requirements work with it being grouped by queue.

Hello, I need to determine the number of calls answered by agents for the previous month who have since been deleted due to termination. I'm able to pull up some of their data under the Interactions page (they're no longer under Agent Performance), but this is where it gets tricky.

When I look at a call under Interactions, I'll sometimes see multiple users, including these deleted users. Sometimes the call went to them for a split second and then was immediately transferred to another rep. The disconnect reason is described as "Endpoint - Media Helper Required." If a call has three users listed and two of them were immediate disconnects due to endpoint issues, is this counted as answered three times or only once? I'm wondering how similar calls with active users show up under the Answered column in the Agent Performance page, as this is what our contractor uses to bill us.

If you know of a better way to pull this data (I don't have API access), please let me know. Thanks for your help!