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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.

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

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.