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  • 1.  Peak Call Volume Times

    Posted 18 hours ago

    Hi,

    Is there a way in Genesys Cloud to determine the peak call volume timings in a particular day? The business wants to know how many calls have hit a particular DNIS in the last 6 months and want to know what time of the day calls have come in the most.

    I don't seem to find a report within Genesys Cloud that I can run and give the business what they are looking for. If my question isn't clear, I can try to explain it in detail.

    As the year draws to a close, I wish everyone for a peaceful holiday season and a bright year ahead.


    #Uncategorized

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    Vidhu Narayanan

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  • 2.  RE: Peak Call Volume Times

    Posted 12 hours ago

    Hi Vidhu,

    there is no Genesys Cloud repord that would do that. In my company we are using QlikSense for that kind of analysis. A hands on solution would be to export the interaction list for each month, combine them in Excel and do some formula magic there. I had done this in the past and it worked good enough to create a heatmap of call volumes.

    Best regards
    Christoph



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    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
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    Original Message


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