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  • 1.  Purecloud tracking statistics

    Posted 06-11-2020 04:52
    No replies, thread closed.
    Hello,

    I have two questions about tracking statistics:

    • How to see the list of abandoned calls at IVR level ?
    • How to see the list of abandoned calls at the queue level ?
    • How to see the list of calls received outside of opening hours ?
    Thank you for your help
    #Reporting/Analytics

    ------------------------------
    Ragheb Gmira
    Almavia
    ------------------------------


  • 2.  RE: Purecloud tracking statistics

    Posted 06-13-2020 12:55
    No replies, thread closed.
    • How to see the list of abandoned calls at IVR level ?
    I would suggest you use the Flow Outcomes for this:  https://help.mypurecloud.com/articles/flow-performance-views-overview/

    • How to see the list of abandoned calls at the queue level ?
    Select Performance then Interactions and filter for queue and Abandoned is Yes
      


    • How to see the list of calls received outside of opening hours ?
    I would use the Flow Outcomes for that

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Purecloud tracking statistics

    Posted 06-16-2020 02:26
    No replies, thread closed.
    Hello
    • How to see the list of calls received outside of opening hours ?
    I  use the Flow Outcomes but I don't see an indicator that allows me to see the number of calls received outside of opening hours

    ------------------------------
    Ragheb Gmira
    Almavia
    ------------------------------

    Original Message


  • 4.  RE: Purecloud tracking statistics

    Posted 06-16-2020 17:56
    No replies, thread closed.
    You would need to place these outcomes on your After Hours flow or use the Check Schedule to determine that in your regular flow.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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