Genesys Cloud - Main

Hi,

We have callbacks created, on user demand, in Inbound Flows and/or Queue Flows, we are interested in reporting on how many attempts were made before the user was reached and answered. We want to know at what time the attempts occurred and what was the AMD result (Busy, Fax, Tone, NoAnswer, Voice, ...) for each of the attempts and each of the conversation, let's say for a given queue. How do you suggest the reporting be made on these results? Or what would be the best workaround?

Please and thank-you

#Reporting/Analytics

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Bertrand Charest

https://www.youracclaim.com/badges/cdc29401-57a0-4b9f-b028-6acf548d4327/linked_in
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Hi Bertrand,

I don't think this is possible without drilling down into the individual interactions currently.

There is an idea Callback Metrics : Track the # of voice and reschedule attempts that it would be worth voting on and adding your use case to for consideration by the product management team.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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