Genesys Cloud - Main

Hi,

Is there way to report on Transfer destinations of each call per day by queue? We can get the count of transferred calls from the Queue Performance view. But is there a way we can report on the actual transfer destinations? 

Thanks in advance. 
#QueueReports #Reporting/Analytics 

#Reporting/Analytics
#Routing(ACD/IVR)

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Dhanalakshmi Vasudevan
Global Speech Networks Pty Ltd (Australia)
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Are you transferring to defined External Contacts, or are you using free-form numbers?

If you open up an External Contact, you can see interactions involving that Contact, which may be some of what you need. (It doesn't, unfortunately, analyze by queue...)

HTH

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Paul Simpson
Eventus Solutions Group
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Hi @Paul Simpson Thanks for your response. The agents transfer calls mostly to free-form numbers, a few external contacts. Thanks for your suggestion on checking the Interactions on the External contact. But since they transfer calls to Free-form number mostly, Is there a way to report on this? It's fine if it's not by queue.

Thanks & Regards

Dhana

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Dhanalakshmi Vasudevan
Global Speech Networks Pty Ltd (Australia)
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Original Message:
Sent: 05-31-2023 15:19
From: Paul Simpson
Subject: Reporting on Transfer Destinations

Are you transferring to defined External Contacts, or are you using free-form numbers?

If you open up an External Contact, you can see interactions involving that Contact, which may be some of what you need. (It doesn't, unfortunately, analyze by queue...)

HTH

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Paul Simpson
Eventus Solutions Group
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Agree with @Saugort Dario Garcia on Session DNIS. Adding a Filter on TRANSFERRED should help as well.  

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Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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Original Message:
Sent: 05-31-2023 22:43
From: Dhanalakshmi Vasudevan
Subject: Reporting on Transfer Destinations

Hi @Paul Simpson Thanks for your response. The agents transfer calls mostly to free-form numbers, a few external contacts. Thanks for your suggestion on checking the Interactions on the External contact. But since they transfer calls to Free-form number mostly, Is there a way to report on this? It's fine if it's not by queue.

Thanks & Regards

Dhana

------------------------------
Dhanalakshmi Vasudevan
Global Speech Networks Pty Ltd (Australia)
------------------------------


Original Message:
Sent: 05-31-2023 15:19
From: Paul Simpson
Subject: Reporting on Transfer Destinations

Are you transferring to defined External Contacts, or are you using free-form numbers?

If you open up an External Contact, you can see interactions involving that Contact, which may be some of what you need. (It doesn't, unfortunately, analyze by queue...)

HTH

------------------------------
Paul Simpson
Eventus Solutions Group

Hi @Paul Simpson 

If you are trying to explote native views in Genesys Cloud, try interacctions view and add the colummn "Session DNIS", this could work for you, it is not clean but it give you some hints. If ithe native views did not help then you have to use API or export reporting data to build a report according to your needs.

Regards,

SG

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Saugort Dario Garcia
Interacciones Inteligentes S.A.
------------------------------

Original Message:
Sent: 05-31-2023 15:19
From: Paul Simpson
Subject: Reporting on Transfer Destinations

Are you transferring to defined External Contacts, or are you using free-form numbers?

If you open up an External Contact, you can see interactions involving that Contact, which may be some of what you need. (It doesn't, unfortunately, analyze by queue...)

HTH

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Hey @Saugort Dario Garcia ! Thanks for the response, however I think you meant to send it to the OP, @Dhanalakshmi Vasudevan? 😜

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Paul Simpson
Eventus Solutions Group
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Original Message:
Sent: 06-01-2023 09:14
From: Saugort Dario Garcia
Subject: Reporting on Transfer Destinations

Hi @Paul Simpson 

If you are trying to explote native views in Genesys Cloud, try interacctions view and add the colummn "Session DNIS", this could work for you, it is not clean but it give you some hints. If ithe native views did not help then you have to use API or export reporting data to build a report according to your needs.

Regards,

SG

------------------------------
Saugort Dario Garcia
Interacciones Inteligentes S.A.
------------------------------


Original Message:
Sent: 05-31-2023 15:19
From: Paul Simpson
Subject: Reporting on Transfer Destinations

Are you transferring to defined External Contacts, or are you using free-form numbers?

If you open up an External Contact, you can see interactions involving that Contact, which may be some of what you need. (It doesn't, unfortunately, analyze by queue...)

HTH

------------------------------
Paul Simpson
Eventus Solutions Group

Hi @Saugort Dario Garcia Thanks for your response. This is very helpful. I believe this should give our customer a view of various transfer destinations. 

Thanks & Regards

Dhana

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Dhanalakshmi Vasudevan
Global Speech Networks Pty Ltd (Australia)
------------------------------

Original Message:
Sent: 06-01-2023 09:14
From: Saugort Dario Garcia
Subject: Reporting on Transfer Destinations

Hi @Paul Simpson 

If you are trying to explote native views in Genesys Cloud, try interacctions view and add the colummn "Session DNIS", this could work for you, it is not clean but it give you some hints. If ithe native views did not help then you have to use API or export reporting data to build a report according to your needs.

Regards,

SG

------------------------------
Saugort Dario Garcia
Interacciones Inteligentes S.A.
------------------------------


Original Message:
Sent: 05-31-2023 15:19
From: Paul Simpson
Subject: Reporting on Transfer Destinations

Are you transferring to defined External Contacts, or are you using free-form numbers?

If you open up an External Contact, you can see interactions involving that Contact, which may be some of what you need. (It doesn't, unfortunately, analyze by queue...)

HTH

------------------------------
Paul Simpson
Eventus Solutions Group

Hey folks - 

This one is one of the more difficult items to pull and report on.  Today, the only way to do this, is to pull all interactions from the conversationDetails API.  Parse through all the sessions from all the conversations.  Then interrogate those sessions that end with an exitType of Transfer.  From there, you'll need to look at the next session of that conversation, to see where the session is actually going.

From there, there is a "sessionDNIS" that will provide the actual DNIS of that particular session.  This is particularly useful for external transfers, as the sessionDNIS of hte transfer will be the external number transfer target.  And that would obviously be different from the initial DNIS from the caller.

At any rate, this is do able.  And I promise I'm not a sales person, but this is one of the use cases that is covered by our Insights offering, with an OOB Power BI report:



So, definitely doable.  But today, this is a pretty heavy custom lift.  I've also had an Idea out there to get something like this in the OOB UI.  Feel free to go vote on it!! 

https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1366

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Trent Vance
TTEC Digital, LLC fka Avtex Solutions, LLC
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