Genesys Cloud - Developer Community!

 View Only

Sign Up

  • 1.  Peak Call Volume Times

    Posted 20 days 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

    ------------------------------
    Vidhu Narayanan

    ------------------------------


  • 2.  RE: Peak Call Volume Times

    Posted 20 days 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



    ------------------------------
    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
    ------------------------------

    Original Message


  • 3.  RE: Peak Call Volume Times

    Posted 17 days ago

    Hi @Christoph Domaschke

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

    Thx,

    Vidhu



    ------------------------------
    Vidhu Narayanan
    x
    ------------------------------

    Original Message


  • 4.  RE: Peak Call Volume Times

    Posted 6 days ago

    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/



    ------------------------------
    VirajDhurat
    ------------------------------

    Original Message


Related Content