Genesys Cloud - Main

Hi Genesys Community

Wondering if anyone has any tips on how to report on multiple contacts from the same person/number on the same day, specifically after an abandon.

We're looking to quantify some potential improvements to our Architect flows and one of the key metrics we're looking at is abandons and abandons which result in additional attempts to reach the Service Desk.

I can probably do something funky with the csv output to identify if the same number redials after an abandon but wonder whether anyone has found a way to pull it directly? 

#Reporting/Analytics

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Kieran Exley
Senior Unified Communications Services Specialist
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Hello Kieran,

You could take a look at what's available in the API Explorer to get that data for you. Using POST /api/v2/analytics/conversations/aggregates/query, you could group the group results by ANI (the phone number you're looking for repeats) and filter it based on a time frame via a date range. That could save you some time without having to manipulate a CSV output and you could potentially integrate that info into a dashboard.

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Jason Kleitz
Online Community Manager/Moderator
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