Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Report - Calls outside opening hours

    Posted 09-17-2018 09:32
    No replies, thread closed.
    Hi, I was wondering if there was a report that shows calles that was outside of the opening hours?
    For example statistic on how many calls has been routed to a certant callflow, in this case the call flow that is linked to the closed schedule.
    It seems the reports are based on either users or queues.

    Or maybe this should be sent as a new Idea?

    ------------------------------
    Patrick Giortz
    Sopra Steria AS Norway
    ------------------------------


  • 2.  RE: Report - Calls outside opening hours

    Posted 09-17-2018 17:37
    No replies, thread closed.
    PureInsights or eMite might be able to pull that together for you, based on the API. I don't know of a report that will get you that detail.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------



  • 3.  RE: Report - Calls outside opening hours

    Posted 02-04-2022 11:14
    No replies, thread closed.
    Hi, Just to confirm for my clarity. Genesys does NOT collect call statistics for queues outside of the scheduled 'open' hours?

    ------------------------------
    John Codispoti
    Pfizer Inc.
    ------------------------------

    Original Message


  • 4.  RE: Report - Calls outside opening hours

    Posted 04-24-2019 14:51
    No replies, thread closed.
    Was searching for this same answer, Patrick.

    Did you ever find a solution?

    ------------------------------
    Pol Buckingham
    f'real foods llc
    ------------------------------



  • 5.  RE: Report - Calls outside opening hours

    Posted 04-25-2019 08:57
    No replies, thread closed.
    Patrick/Pol
    We accomplish this by creating closed queues and have those calls outside of open hours flow to these queues. This enables us to just run standard queue activity reports to determine volume of calls outside of business hours.



    ------------------------------
    Ray Richardson
    Werner
    ------------------------------

    Original Message


  • 6.  RE: Report - Calls outside opening hours

    Posted 02-07-2022 15:48
    No replies, thread closed.
    Under Performance there is Flows
    Filter by the Afterhours flow, and the date range you are after. 
    It should give you the number of calls to that flow, and avg time spent in the flow, customer disconnects etc And on the Destination Tab you can see how many went to other flows etc

    Doesn't break it down by day though, so you have to run it for each day or period you are interested in.

    ------------------------------
    Anton Vroon
    ------------------------------



Related Content