Genesys Cloud CX

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  • 1.  Report for Outbound Calls only

    Posted 11 days ago
    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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  • 2.  RE: Report for Outbound Calls only

    Posted 11 days ago
    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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  • 3.  RE: Report for Outbound Calls only

    Posted 3 days ago
    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​​

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    Justin Kennedy
    AAA Washington
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  • 4.  RE: Report for Outbound Calls only
    Best Answer

    Top 25 Contributor
    Posted 3 days ago
    Edited by Justin Kennedy 2 days ago
    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
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  • 5.  RE: Report for Outbound Calls only

    Posted 3 days ago
    Horray! Thank you so much! :)

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    Justin Kennedy
    AAA Washington
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