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  • 1.  Monitor and analyze voicemail messages

    Posted 01-31-2022 13:32
    No replies, thread closed.
    Hello,

    I hope all is well on your end!

    Our team is looking to monitor voicemail messages by user and see which ones have unread/unattended messages. I searched around and seems like gathering voicemail messages by user is not possible but group and queue voicemail messages are. While we do not need the message itself, we just need the numbers to measure and analyze how our team is handling voicemails. Is there a way we can get a summary of personal voicemails? We would need the total count, unread messages, and deleted messages. 

    Thank you!

    Dianne
    #QualityManagement
    #Reporting/Analytics
    #Unsure/Other


  • 2.  RE: Monitor and analyze voicemail messages

    Posted 02-01-2022 22:23
    No replies, thread closed.
    While you can now report on the number of calls that go to voicemail, there are many ideas for other metrics.  Here are two.  Join the crowd and vote them up:

    Need a report on the number and aging of voicemails

    https://genesyscloud.ideas.aha.io/ideas/ANLS-I-914

    Agent voicemail reporting
    https://genesyscloud.ideas.aha.io/ideas/INB-I-1364




    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Monitor and analyze voicemail messages

    Posted 02-04-2022 09:03
    Edited by Dianne Gabriel 02-04-2022 09:24
    No replies, thread closed.
    Thank you so much Robert! Voted for both ideas. Much appreciated.

    Best regards,
    Dianne
    Original Message


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