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  • 1.  Peak Call Volume Times

    Posted 12-18-2025 20:05

    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 12-19-2025 02:09

    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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  • 3.  RE: Peak Call Volume Times

    Posted 12-21-2025 18:46

    Hi @Christoph Domaschke

    Makes sense. Thank you for the help. Wishing you a very Merry Christmas and a very Happy New Year.

    Thx,

    Vidhu



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    Vidhu Narayanan
    x
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    Original Message


  • 4.  RE: Peak Call Volume Times

    Posted 01-02-2026 06:11

    HI Vidhu,

    There is a DNIS performance report which gives you the DNIS level data for a 30 minute interval. You can check the below resource centre article

    https://help.mypurecloud.com/articles/dnis-performance-detail-view/

    Also, if your multiple DNIS are linked to a single flow you can look for the Flow Destination report which would give you a flow level distribution of calls

    https://help.mypurecloud.com/articles/flows-destinations-view/



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    VirajDhurat
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