Hello - we are in the process of creating our call evaluation forms in advance of transitioning our call evaluation process to Genesys. In our discussion of reporting capabilities yesterday, it came up that we'd like to be able to capture and report on the phone number/client that the call came in on (we are a third-party provider and take calls for over 100 different companies). In reviewing the canned report for quality reporting, it doesn't appear that it pulls in the DNIS (I attached what I found in the system as the example). Is there a way to capture this information without building it into the call evaluation form itself? AND if we do need to build it into the call evaluation form itself, how would we do so (possibly a multiple choice list where we'd have to list ALL 100+ DNIS lines)?
#QualityManagement#Reporting/Analytics------------------------------
Amber Krueger
Ultimus Fund Solutions
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