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Hello,

Here is our call flow:
Inbound call through SIP trunk with CISCO -> Inbound Call Flow that routes the call externally through another SIP Trunk to an external voicebot agent -> Call either terminates on voicebot or returns back to be re-routed back to CISCO.

We would like to retrieve the following statistic:
Peak call volume over the voicebot sip trunk OR Peak call volume over a specific flow.
Ideally we would like to retrieve the maximum number of concurrent calls per day on a specific SIP trunk. Alternatively, we could use the maximum number of concurrent calls per day on a specific call flow.

Are such statistics available? I could not find any reference in the documentation.

Thank you.

Good Day Orestis

I am not sure if this is currently possible on Genesys cloud.  I know on the flow performance view and DNIS reporting you should be able to get the volumes but will not provide the peak or concurrent.  I found the following on the Ideas portal - https://genesyscloud.ideas.aha.io/ideas/TEL-I-418, would recommend voting on the idea as well.

Also found this from a previous discussion - https://community.genesys.com/discussion/peak-call-volume-times

Hopefully someone else in the community has some ideas on how to achieve this.

Regards

Hi Orestis, 

From what I found, historical peak concurrent calls per day (by SIP trunk or flow) does not appear to be available as a standard report.

The closest native option is Telephony Metrics:

https://help.genesys.cloud/articles/view-telephony-metrics/
This shows trunk-level metrics such as Call counts, which is the current number of calls passing through a trunk. So it may help for current trunk concurrency, but not historical daily peak reporting.

There is also a related Ideas Portal item for Max Concurrent Calls Daily Report/Detail:

https://genesyscloud.ideas.aha.io/ideas/TEL-I-418
This looks related because it asks for daily max concurrent call reporting, although it appears to be at org/time-interval level rather than specifically by SIP trunk or flow.

Other related references:

https://help.mypurecloud.com/articles/download-usage-reports/
Usage reports are more for billing/usage history, not peak concurrent calls by trunk or flow.

https://help.mypurecloud.com/articles/configure-maximum-call-settings/
This is useful for setting maximum call limits/capacity controls, not reporting historical peaks.

https://appfoundry.genesys.com/filter/genesyscloud/listing/ba59cbd0-b116-4716-b18b-ac0bf3aed715
This may be worth reviewing for external monitoring/trending.

So in short:

• Current concurrent calls by trunk → Telephony Metrics
• Historical daily peak concurrent calls → appears to be an enhancement request.

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Phaneendra
Technical Solutions Consultant
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