SilasFuruFriby | 2024-09-12 13:15:51 UTC | #1
Dear Genesys,
How do I extract the number of calls that were rejected? In other words the number of incomming calls that never reached a queue because the maximum number of customers on the queue was already reached and therefore no new calls were allowed into the queue.
Thanks in advance.
Best regards Silas
Eos_Rios | 2024-09-12 14:13:13 UTC | #2
off hand I think that'd be a conversation detail (if you want more details to do analysis with) or aggregate (if you just want counts) with a filter for purpose = customer and disconnectType = system (and obviously direction = inbound, mediatype = voice)
You'd catch other systemic issues that way, but I don't think there is any easy way to get as specific as 'because the queue was full' . There's no specific metric for this but I think nConnected would work since you're narrowing it down to ones reached you then got punted.
system | 2024-10-12 14:13:58 UTC | #3
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