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  • 1.  Outbound calls not showing in agent performance

    Posted 09-12-2023 11:37

    Good afternoon.

    On my agent performance workspace tab, I am looking at the number of outbound calls made by a group of agents.

    Outbound is 0 for most agents even though they are making outbound calls.

    I understand this is because for some reason, for an outbound call to count against an agent it must be placed on behalf of a queue (please confirm if this is correct).

    However, in my filters I have ACD (Yes and No) both selected, yet it still doesn't give me the total of "non-acd" outbound calls made.

    What is the reason for this and is there a way around it? Would simply like to have a tally of outbound calls made by an agent without having to jump through hoops.

    Many thanks,

    Nick Squires



    Nicholas Squires
    Motor Insurers' Bureau

  • 2.  RE: Outbound calls not showing in agent performance

    Posted 09-13-2023 00:06

    There is a filter for outbound at the top of the filter list that will filter for outbound calls made on behalf of a queue.  If agents are calling from the calls tab, those will not show up in that view.

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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