Genesys Cloud - Main

Hello all! 

Is there a report or a way to determine the # of outbound calls made from a particular queue that would also show the average handle time?

Justin Totah-Kennedy
AAA Washington
justinkennedy@aaawa.com ​
#Reporting/Analytics

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Justin Kennedy
AAA Washington
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Hi Justin,

I would recommend using the Queue Performance View, and add a filter of "Direction: Outbound".  Additionally, you will want to add the Avg Handle metric to this view. Once complete, this view will give you associated metrics on the outbound calls for all of the queues in your system. If you only want to look at one queue, you can drill down into the queue you want, and it will look something like this:



Thanks,
Peter

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Peter Stoltenberg
Avtex Solutions, LLC
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Thanks for your reply. While this is helpful info, we're looking to see if there is a more definitive report we can run. This queue performance view does provide AHT but doesn't seem to provide the # of outbound calls. Does anyone know of any other way of getting this information? I'm looking to see if there is a report I can run that would show # of outbound calls / AHT and Average Talk Time.

Justin Kennedy
AAA Washington​​

------------------------------
Justin Kennedy
AAA Washington
------------------------------

Original Message:
Sent: 06-14-2022 12:31
From: Peter Stoltenberg
Subject: Report for Outbound Calls only

Hi Justin,

I would recommend using the Queue Performance View, and add a filter of "Direction: Outbound".  Additionally, you will want to add the Avg Handle metric to this view. Once complete, this view will give you associated metrics on the outbound calls for all of the queues in your system. If you only want to look at one queue, you can drill down into the queue you want, and it will look something like this:



Thanks,
Peter

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

Queue Peformance View,

Add the Outbound Column, this will give you the number of Outbound calls for the queue, and the rest is standard, AHT etc, filter by Outbound to only get AHT etc for those outbound calls, or filter by outbound and inbound to get combined AHT etc.

Edit:


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

Original Message:
Sent: 06-22-2022 16:00
From: Justin Kennedy
Subject: Report for Outbound Calls only

Thanks for your reply. While this is helpful info, we're looking to see if there is a more definitive report we can run. This queue performance view does provide AHT but doesn't seem to provide the # of outbound calls. Does anyone know of any other way of getting this information? I'm looking to see if there is a report I can run that would show # of outbound calls / AHT and Average Talk Time.

Justin Kennedy
AAA Washington​​

------------------------------
Justin Kennedy
AAA Washington
------------------------------


Original Message:
Sent: 06-14-2022 12:31
From: Peter Stoltenberg
Subject: Report for Outbound Calls only

Hi Justin,

I would recommend using the Queue Performance View, and add a filter of "Direction: Outbound".  Additionally, you will want to add the Avg Handle metric to this view. Once complete, this view will give you associated metrics on the outbound calls for all of the queues in your system. If you only want to look at one queue, you can drill down into the queue you want, and it will look something like this:



Thanks,
Peter

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC

Horray! Thank you so much! :)

------------------------------
Justin Kennedy
AAA Washington
------------------------------

Original Message:
Sent: 06-22-2022 16:34
From: Anton Vroon
Subject: Report for Outbound Calls only

Queue Peformance View,

Add the Outbound Column, this will give you the number of Outbound calls for the queue, and the rest is standard, AHT etc, filter by Outbound to only get AHT etc for those outbound calls, or filter by outbound and inbound to get combined AHT etc.

Edit:


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


Original Message:
Sent: 06-22-2022 16:00
From: Justin Kennedy
Subject: Report for Outbound Calls only

Thanks for your reply. While this is helpful info, we're looking to see if there is a more definitive report we can run. This queue performance view does provide AHT but doesn't seem to provide the # of outbound calls. Does anyone know of any other way of getting this information? I'm looking to see if there is a report I can run that would show # of outbound calls / AHT and Average Talk Time.

Justin Kennedy
AAA Washington​​

------------------------------
Justin Kennedy
AAA Washington


Original Message:
Sent: 06-14-2022 12:31
From: Peter Stoltenberg
Subject: Report for Outbound Calls only

Hi Justin,

I would recommend using the Queue Performance View, and add a filter of "Direction: Outbound".  Additionally, you will want to add the Avg Handle metric to this view. Once complete, this view will give you associated metrics on the outbound calls for all of the queues in your system. If you only want to look at one queue, you can drill down into the queue you want, and it will look something like this:



Thanks,
Peter

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC