Genesys Cloud - Main

Hello,

A report for internal voice interactions be produced, i.e. employee to employee. I have looked through all the filters and do not see a way to pull such report. Does anyone have suggestions or a report already set up which provides this? As we all know, internal calls are not recorded so I was hoping there would be a filter for recorded yes or no but there isn't that I have found. The only option I can think of is downloaded all the interactions into Excel and filter that way.

Any insight shared is appreciated!

#Reporting/Analytics

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Theresa Voisine
VP Network and Systems Administration
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Hi Theresa, I don't believe this information is available directly in the UI.
A better approach would be to use: POST /api/v2/analytics/conversations/details/query
Then identify internal voice calls by checking mediaType = voice, the participants, and confirming there is no customer/external/acd/ivr/queue involvement

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Att,
Breno Canyggia Ferreira Marreco
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