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  • 1.  Reporting and Agentless Campaigns

    Posted 11-27-2019 16:30
    No replies, thread closed.
    We have noticed that when using an Agentless campaign we cannot see the wrap codes that are being placed by the system on the Outbound Dashboard. 

    We have also noticed that Wrap Code reports only show what is placed by an agent and not system placed codes. 

    Does anyone know if this is being looked at as a road map feature, I may have just overlooked it if it is?

    Our customer is looking to get better reporting off of Agentless campaigns and it seems as though most of the reports and views are only pulling agent placed wrap codes and not system. We do know that you can pull the Interaction View and see the system based wrap codes but the export feature for this is meant to be pulled at least 24 hours after the run, this client is looking for real time reporting for Agentless campaigns. 

    Tagging @Jared Mendez for updated as well ;) 

    Thanks everyone. 


    ​
    #Reporting/Analytics

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    Angelia Harper
    Avtex Solutions, LLC
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  • 2.  RE: Reporting and Agentless Campaigns

    Posted 12-03-2019 14:45
    No replies, thread closed.
    Angie,

    For documentation purposes...your customer basically wants a way to see in real time where a customer is in the IVR after being contacted by an agentless outbound campaign, correct?

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    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Reporting and Agentless Campaigns

    Posted 12-03-2019 14:52
    No replies, thread closed.
    They want a realtime view of the calls throughout the day. Using the Interaction View shows what we need, but we have to wait 24 hours for the export to be complete. The Outbound Campaign View seems to only show agent placed Wrap codes. So, when we placed the custom wrap codes in the Outbound flow it does not show up on that view.

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    Angelia Harper
    Avtex Solutions, LLC
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    Original Message


  • 4.  RE: Reporting and Agentless Campaigns

    Posted 12-17-2019 16:36
    No replies, thread closed.
    Hi Angelia,

    Thanks for posting your question! It was discussed on the Community Q&A Show: Holiday Special! Check it out here! 

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    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
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    Original Message


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