Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Having any reporting Metric for outbound

    Posted 12-09-2024 22:18
    No replies, thread closed.

    Dear All Expert 

    I can't found  some reporting metrics below  , can any expert can assist ? also would like to know if some metric really can't find in cloud reporting , any other alt method can retrieve those metrics from API ?

    Outbound Duration -------------Outbound call duration in that day Sum(call duration) =  3711 sec

    No. of Contact --------------------Number of outbound calls, but does not include the number of no-answers = 103

    Average Outbound Duration------Outbound Duration/Outbound Count (only pickup) = 3711 sec / 103 

    Ringing time  ---------The time from when the respondent's phone starts ringing until it is answered by Inbound call before operator pick up or outbound call before customer pick up = 01:49 

    Best Regards

    George Lau


    #Reporting/Analytics

    ------------------------------
    George Lau
    ------------------------------


  • 2.  RE: Having any reporting Metric for outbound

    Posted 12-10-2024 09:22
    No replies, thread closed.

    Hi George,

    Are you wanting this for a queue or an agent.  I think some of these metrics are available in the UI, but might have a different name.
    I believe if you filter the views by Direction - Outbound, then all of the metrics displayed will be for outbound. 

    Have you checked the available columns for the views you are looking at to check the definitions: View available columns in performance views by category



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Having any reporting Metric for outbound

    Posted 12-12-2024 01:44
    No replies, thread closed.

    Dear Samuel 

    thanks for your info , but i still can't find the "outbound duration" and the "no of outbound calls" not include no answer 

    would you mind locate it for me 

    Many thanks 

    Best Regards

    George Lau



    ------------------------------
    George Lau
    ------------------------------

    Original Message


  • 4.  RE: Having any reporting Metric for outbound
    Best Answer

    Posted 12-20-2024 03:42
    No replies, thread closed.

    Hi George,

    If filtered by Direction Outbound, then the outbound duration would be the Total Handle, I don't think we have a metric for outbound calls not including no answer for a direct outbound call.  If its a campaign, they you may be able to use the Call Analysis Result column



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Having any reporting Metric for outbound

    Posted 12-20-2024 04:40
    No replies, thread closed.

    Dear Samuel

    Thanks for your kind reply , 

    If filleted by direction outbound and the Total handel might include the After call work time. 

    and I just think if the customer accept Total handel as outbound duration , should I need to seperate the report to 2 views ? View1 is the metric that available displayed , View2 is the Total handel filleted by direction outbound ?

    Can we combine the view for show one report only ?

    Best Regards

    George Lau



    ------------------------------
    George Lau
    ------------------------------

    Original Message


Related Content