Genesys Cloud - Main

Dear Community,

When transferring a call to collaborate users (Teams integration user) or an agent who has a primary phone under their profile, Genesys captures the user's phone number instead of the user's name in the reporting (session DNIS column).

Will there be a feature update on reporting to show the Agent's name rather than the phone number? so that it help supervisor to identify and track the transfers call?

as currently the supervisors having to delimit the string from 'session dnis' below to get the phone number calls are transferred to and check against the user's phone number list. 

tel:+xxxxxxxxxxx; sip:c2afb0076a91b98+orgname.orgspan.com;tgrp=xxxxxb46-18f5-49bf-8ad8-6bbaxxxxxxxb;trunk-context=orgname@localhost; tel:+xxxxxxxxxxxxxxx

#API/Integrations
#Reporting/Analytics

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Calvin Ostin
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Hello Calvin, 

Have you tried adding the "Users" column to the interaction view? You can add this with the little plus sign in the top right. I am looking into this further though so if that isnt what you are looking for let me know. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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Hi Cameron,

Thank you for your response.

I found that the users column only showing the agent's name if the call goes through and ring their Genesys client. If the agent has "other phone" or "cell phone" set as their primary voice, and the call goes to their other phone or mobile, it does not show the agent's name in the user column.

I was hoping that we can see the agent's name when a call goes to their primary voice phone number.

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Calvin Ostin
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Original Message:
Sent: 12-18-2024 06:35
From: Cameron Tomlin
Subject: Session DNIS Comes Up as String

Hello Calvin, 

Have you tried adding the "Users" column to the interaction view? You can add this with the little plus sign in the top right. I am looking into this further though so if that isnt what you are looking for let me know. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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