We utilize Audiocodes to send calls to our Genesys Edge Servers. The call routes to an Inbound Call Flow and moves through the menus until the caller chooses an option to route to a specific queue. We noticed a large amount of calls sent to the Genesys Edges, to our Call Routing number for a specific Inbound Call Flow, but the total number of calls to all the impacted queues is significantly less than the total number of calls received by each of the impacted queues.
We have been able to recreate the situation, and we noticed that call is not reported if the caller disconnects the call prior to selecting any option that will direct the caller to a specific queue. It will show up in the General Interaction report, but this shows ALL calls/interactions, to all incoming calls.
What we would like to know - Is there a specific report that shows the total number of calls that access an Inbound Call Flow? This way we can better match the total number of calls that are routed to our call flow vs. how many calls actually hit the call flow.
Any help would be appreciated.
#Routing(ACD/IVR)------------------------------
John Anaya
Amdocs Management Limited
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