Genesys Cloud - Main

I am trying to understand the difference between two vastly different numbers I am seeing between the two reports. The ultimate goal is to understand how many callers dialed a specific DNIS purely. Here's my problem/what I need help understanding:

• I run the Flow Destination report and filter by the DNIS I am looking to report on
  • The number shown under "Entries" for "DNIS" is 23,000 calls
    • Prior to migrating to Genesys, our IVR reports looked more like ~10,000 calls to this DNIS 
    • Is this the pure number of calls that entered the IVR to this DNIS? (Trying to understand the 10k increase in calls to this DNIS, am I using the wrong report?)

So in trying to understand why, I took a look at the "DNIS Performance Report" Here's my workflow

• I run the DNIS Performance Report and filter by the DNIS 
  • There is a metric called "Connection" that is defined as "The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR"
    • This number is more in line with what we were reporting before we migrated to Genesys (Around 10k)

I am now thoroughly confused as to which report I should be reporting to State government entities who are now asking questions about the wild increases. Can someone help me understand the difference between these two reports and the count on "DNIS" in the Flow report vs the "Connection" in the DNIS Performance Report?

#Reporting/Analytics

------------------------------
Jeremy Walts
------------------------------

Flow destination is going to count the amount of times that flow destination was used for that particular DNIS.  Depending on your IVR setup, the same call can end up registering a count multiple times for a particular destination.  That's likely what's going on with your larger than expected numbers.

"Connection" more specifically counts the number of external sessions.  When a person is brought into a conversation, they'll have their own session within the data.  The same person could register multiple sessions in a conversation if you did something like conference someone in, they left, then later you conferenced them in again.  Someone would have to disconnect from the conversation and come back. 

DNIS counting by connection does sound like the count you're looking to capture.

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX

Original Message:
Sent: 08-09-2023 11:31
From: Jeremy Walts
Subject: Flow Destination vs DNIS Performance Report

I am trying to understand the difference between two vastly different numbers I am seeing between the two reports. The ultimate goal is to understand how many callers dialed a specific DNIS purely. Here's my problem/what I need help understanding:

• I run the Flow Destination report and filter by the DNIS I am looking to report on
  • The number shown under "Entries" for "DNIS" is 23,000 calls
    • Prior to migrating to Genesys, our IVR reports looked more like ~10,000 calls to this DNIS 
    • Is this the pure number of calls that entered the IVR to this DNIS? (Trying to understand the 10k increase in calls to this DNIS, am I using the wrong report?)

So in trying to understand why, I took a look at the "DNIS Performance Report" Here's my workflow

• I run the DNIS Performance Report and filter by the DNIS 
  • There is a metric called "Connection" that is defined as "The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR"
    • This number is more in line with what we were reporting before we migrated to Genesys (Around 10k)

I am now thoroughly confused as to which report I should be reporting to State government entities who are now asking questions about the wild increases. Can someone help me understand the difference between these two reports and the count on "DNIS" in the Flow report vs the "Connection" in the DNIS Performance Report?

#Reporting/Analytics

------------------------------
Jeremy Walts
------------------------------

Hey Ryan! Thanks for the reply. This makes sense. Another question:

When I run DNIS Performance and filter by Queue, then compare Queue Performance vs DNIS Performance, why am I seeing discrepancies on offered/answered? At first I thought it may be transfers, but even after subtracting the transfers they dont match. Any insight here?

Queue performance:

DNIS Performance filtered by queue above:

Flow destination is going to count the amount of times that flow destination was used for that particular DNIS.  Depending on your IVR setup, the same call can end up registering a count multiple times for a particular destination.  That's likely what's going on with your larger than expected numbers.

"Connection" more specifically counts the number of external sessions.  When a person is brought into a conversation, they'll have their own session within the data.  The same person could register multiple sessions in a conversation if you did something like conference someone in, they left, then later you conferenced them in again.  Someone would have to disconnect from the conversation and come back. 

DNIS counting by connection does sound like the count you're looking to capture.

------------------------------
Ryan Legner
Staff Product Manager, Genesys Cloud CX

Original Message:
Sent: 08-09-2023 11:31
From: Jeremy Walts
Subject: Flow Destination vs DNIS Performance Report

I am trying to understand the difference between two vastly different numbers I am seeing between the two reports. The ultimate goal is to understand how many callers dialed a specific DNIS purely. Here's my problem/what I need help understanding:

• I run the Flow Destination report and filter by the DNIS I am looking to report on
  • The number shown under "Entries" for "DNIS" is 23,000 calls
    • Prior to migrating to Genesys, our IVR reports looked more like ~10,000 calls to this DNIS 
    • Is this the pure number of calls that entered the IVR to this DNIS? (Trying to understand the 10k increase in calls to this DNIS, am I using the wrong report?)

So in trying to understand why, I took a look at the "DNIS Performance Report" Here's my workflow

• I run the DNIS Performance Report and filter by the DNIS 
  • There is a metric called "Connection" that is defined as "The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR"
    • This number is more in line with what we were reporting before we migrated to Genesys (Around 10k)

I am now thoroughly confused as to which report I should be reporting to State government entities who are now asking questions about the wild increases. Can someone help me understand the difference between these two reports and the count on "DNIS" in the Flow report vs the "Connection" in the DNIS Performance Report?

#Reporting/Analytics

------------------------------
Jeremy Walts
------------------------------