Genesys Cloud - Developer Community!

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.

#DataActions
#Integrations
#PlatformAPI
#PlatformSDK

------------------------------
Orestis Dimitropoulos
------------------------------

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

------------------------------
Stephan Taljaard
EMBEDIT s.r.o
------------------------------

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.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Hey Orestis

Yes, I also need this kind of report, this is classic Genesys pattern,

Provide big useful and comprehensive features reports on the CX side while neglecting the features and reports of the Communicate\Telephony side.

When my manager asks me, how many calls, this Org\Trunk had today or this month?, it's a big hustle to provide "educated guess"

If we want to brag and compliment Genesys that we have many customers using their Solution with many calls, we need this kind of report, to say our GC Org serve so and so calls

Why can't Genesys just provide us this very simple "count report"

Best regards, 

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified
------------------------------