Genesys Cloud - Main

Hello,

We are trying to get data such as talk time, acw time, etc, for individual calls. However, genesys's Interactions report under Performance -> Workspace combines that data, so that if a customer had multiple phone numbers or we make callbacks we only get the total talk time for all calls tied to that interaction. Is there a way to get a report that splits that data between the individual calls, for all calls we make?

There are filters for Inbound Direction and Initial Direction.  If you want only Inbound calls, set Inbound and Initial both to Inbound.  If you want just callbacks, you can use Direction Outbound and Initial to Inbound 

Hello,

We are trying to get data such as talk time, acw time, etc, for individual calls. However, genesys's Interactions report under Performance -> Workspace combines that data, so that if a customer had multiple phone numbers or we make callbacks we only get the total talk time for all calls tied to that interaction. Is there a way to get a report that splits that data between the individual calls, for all calls we make?

Unfortunately, that's not what we're looking for. Take this image as an example:

There are filters for Inbound Direction and Initial Direction.  If you want only Inbound calls, set Inbound and Initial both to Inbound.  If you want just callbacks, you can use Direction Outbound and Initial to Inbound 

Hello,

We are trying to get data such as talk time, acw time, etc, for individual calls. However, genesys's Interactions report under Performance -> Workspace combines that data, so that if a customer had multiple phone numbers or we make callbacks we only get the total talk time for all calls tied to that interaction. Is there a way to get a report that splits that data between the individual calls, for all calls we make?

These look like two callback attempts for the same callback - like there were 2 numbers and rhe first one did not reach the correct person and the agent tried the second.

Unfortunately, that's not what we're looking for. Take this image as an example:

There are filters for Inbound Direction and Initial Direction.  If you want only Inbound calls, set Inbound and Initial both to Inbound.  If you want just callbacks, you can use Direction Outbound and Initial to Inbound 

Hello,

We are trying to get data such as talk time, acw time, etc, for individual calls. However, genesys's Interactions report under Performance -> Workspace combines that data, so that if a customer had multiple phone numbers or we make callbacks we only get the total talk time for all calls tied to that interaction. Is there a way to get a report that splits that data between the individual calls, for all calls we make?