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  • 1.  What interactions involved calling a Specific Number?

    Top 25 Contributor
    Posted 11-15-2023 16:18

    Does anyone know how to run an Interaction Report filtered by agents dialing out to a specific phone number?   What I am trying to confirm is how many interactions and what specific interactions involved us calling the Language Line for translation. I have tried filtering by the DNIS being dialed, but that does not see to be including calls that involved a consult (Inbound/Outbound).  It looks like using the DNIS as the Filter is only picking up calls that were strictly outbound calls.  What filtering can I use to include calls that were consult?


    #Reporting/Analytics

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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 2.  RE: What interactions involved calling a Specific Number?

    Top 25 Contributor
    Posted 11-30-2023 19:14

    I'm hoping maybe everyone missed this due to Holidays, because I am really hoping to get help with this. Does anyone know how to run an Interaction Report filtered by agents dialing out to a specific phone number?   What I am trying to confirm is how many interactions and what specific interactions involved us calling the Language Line for translation. I have tried filtering by the DNIS being dialed, but that does not see to be including calls that involved a consult (Inbound/Outbound).  It looks like using the DNIS as the Filter is only picking up calls that were strictly outbound calls.  What filtering can I use to include calls that were consult?



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------



  • 3.  RE: What interactions involved calling a Specific Number?

    Posted 12-05-2023 14:43

    Hi Gina! 

    What's the time frame you are trying to run this report? I'm wondering if you just run a report on all interactions and then filter it out through Excel? That's how I would do it. 



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    Katie Dodge
    North American Bancard
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  • 4.  RE: What interactions involved calling a Specific Number?

    Top 25 Contributor
    Posted 12-05-2023 19:20

    I agree that is a way to do it but I can't get anything on any report for me to filter them out.  No report I can find will give me every time we called out to a specific phone number, unless it is an Outbound only call.  I can't pull the ones where we conferenced with Language Line. 

    If I ran every interaction and the Inbound/Outbound interactions are there, how do I sort out the ones based on the OUTBOUND number dialed?  That is where I am having the problem.



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 5.  RE: What interactions involved calling a Specific Number?

    Posted 12-05-2023 20:29

    Hi Gina, rather than using DNIS, try using Session DNIS and see what that gives you.



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    Vaun McCarthy
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  • 6.  RE: What interactions involved calling a Specific Number?

    Top 25 Contributor
    Posted 12-06-2023 11:10

    @Vaun McCarthy You may just be my new hero.  That did it!



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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