Genesys Cloud - Main

Hello,

I hear a discouraged call, a call routed to a message inviting them to retry their calls later.

In the absence of group-specific statistics on Genesys Cloud, our reporting team relies on a call queues level-based system to establish statistics and Quality of Service (QoS) by population/called numbers, as well as global QoS:

DNIS number 1 >
Priority 1
Queue DNIS 1 Group X LVL1
Queue DNIS 1 Group Y LVL1
Queue DNIS 1 Group Z LVL1

Priority 2
Queue DNIS 1 Group X LVL2
Queue DNIS 1 Group Y LVL2
Queue DNIS 1 Group Z LVL2

Priority 3
Queue DNIS 1 Group X LVL3
Queue DNIS 1 Group Y LVL3
Queue DNIS 1 Group Z LVL3

DNIS number 2 >
Priority 1
Queue DNIS 2 Group X LVL1
Queue DNIS 2 Group Y LVL1
Queue DNIS 2 Group Z LVL1

Priority 2
Queue DNIS 2 Group X LVL2
Queue DNIS 2 Group Y LVL2
Queue DNIS 2 Group Z LVL2

Priority 3
Queue DNIS 2 Group X LVL3
Queue DNIS 2 Group Y LVL3
Queue DNIS 2 Group Z LVL3

Etc...

It's just an example, because we have a large number of queues/groups.

From their point of view, any call that does not reach a queue is not counted, as they are unable to associate these calls with a specific queue / level.

Therefore, we can only track dissuaded calls through specific "data participants" (IVR flow-out) within these interactions - this allows us to determine when a call has been dissuaded by the system. However, this does not include calls that are dissuaded at the IVR level (e.g., when no agents are available across the relevant queues and no queue transfer occurs - these are considered dissuaded calls as well, but remain untracked because this specific metric seem to not exist).

I know disconnect reasons (https://help.mypurecloud.com/articles/disconnect-reasons/).

Do you have any ideas that could help us easily count these calls, or any methods that could facilitate the establishment of a reliable QoS?

Thank you for your help.

Regards,

#Reporting/Analytics

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Jeremie
IT
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Hello Jeremie,

I do know that you can configure the time frame which measures these abandoned calls but I'm not sure if there is a way to track these calls with your described setup. I've moved your thread to our Reporting and Analytics community where some of the reporting experts may be able to answer your question better.

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Jason Kleitz
Online Community Manager/Moderator
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Couple of potential options to look at:

For calls pre queue you could use Flow Outcomes and Flow Milestones to track those numbers. Which also then lets you visualise those paths with Journey Flows

Journey flows overview - Genesys Cloud Resource Center

And then the calls that arrived at queue, flow outcomes and milestones are not available for in queue flows, so yes you could look at abandon calls and flow outs (which would include callbacks) depending no how your inqueue flow is setup to get the value for those.

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Anton Vroon
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Hello @Jason Kleitz, @Anton Vroon,

Great idea, thank you !

Interesting, in "Performances", we can view this data through flow Outcomes, so I can use it to have these calls

Regards,

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Jeremie
IT
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Original Message:
Sent: 04-10-2025 21:24
From: Anton Vroon
Subject: Dissuaded/discouraged calls in Genesys Cloud

Couple of potential options to look at:

For calls pre queue you could use Flow Outcomes and Flow Milestones to track those numbers. Which also then lets you visualise those paths with Journey Flows

Journey flows overview - Genesys Cloud Resource Center

And then the calls that arrived at queue, flow outcomes and milestones are not available for in queue flows, so yes you could look at abandon calls and flow outs (which would include callbacks) depending no how your inqueue flow is setup to get the value for those.

------------------------------
Anton Vroon
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