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  • 1.  Best practice to report out number of transactions for special group of customers

    Posted 05-01-2020 14:41
    No replies, thread closed.
    I have a small group of users, maybe 5-7k, that i want to identify and act on in our flow. 

    Customer in this category (Level 1) is identified by phone or email address, 
           1. Route to Preferred Agent if available 

            2. Overflow to standard Queue if preferred not available


    However, I want to report out volume of transactions from these standard queues by these Level 1 customers. 


    Currently we have a CS Queue and a Level 1 Queue and use an IVR to route. I wan't to eliminate the Level 1 Queue and simplify our IVR since all the calls are handled by the same skilled team. I just need a way to report the volume cleanly.



    #ArchitectureandDesign

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    Greg Barrett
    Outdoor Network, LLC
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  • 2.  RE: Best practice to report out number of transactions for special group of customers

    Posted 05-04-2020 14:49
    No replies, thread closed.
    Are they all in your External Contacts in Genesys Cloud?

    If not, where do you store their info?

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Best practice to report out number of transactions for special group of customers

    Posted 05-05-2020 08:00
    No replies, thread closed.
    These are imported as external contacts now. One issue we have is not being able to create any custom fields on the contacts to designate a unique customer ID we keep in our CRM solution.

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    Greg Barrett
    Outdoor Network, LLC
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    Original Message


  • 4.  RE: Best practice to report out number of transactions for special group of customers

    Posted 05-05-2020 09:46
    No replies, thread closed.
    Did you try using the Contact External System URL field which is designed for the purpose of designating that external system ID? There is also the URL field for Organization ID.

    About all I can think of to get the data you are looking for might be to use the Flows API /api/v2/analytics/flows/aggregates/query which allows you to group by externalContactId. I haven't played with it enough to get data back and see what it looks like, and it's not just a simple report, but might get you numbers of calls to the specific flows associated with each external organization.

    Not much help, I know...you can also try posting in the forum at developer.mypurecloud.com if you decide to try and go that route and want help with the API query.


    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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