Genesys Cloud - Main

i know you can filter interations by a few different ways, however it doesn't give you the offered, answered, abandoned, asa, avg talk, avg acw, aht, transferred etc. We use some of these DID reports for our customers to show them how many calls their account is running at and typical stats shown above. is this in the works?

Can't answer the question regarding the out-of-the-box report. I also made this request. But info is available:

Check https://developer.mypurecloud.ie/developer-tools/#/analytics-query-builder

Query Type: Conversation Aggregate 

Sample:

{

"interval": "2017-07-17T22:00:00.000Z/2017-07-18T22:00:00.000Z",

"groupBy": [

"dnis"

],

"filter": {

"type": "or",

"predicates": [

{

"type": "dimension",

"dimension": "direction",

"operator": "matches",

"value": "Inbound"

}

]

}

}

All stats from Inbound interactions are on group by DNIS (did), you can also add a type (voice/mail etc)

James - we also identified that gap but there's a solution today if you need more of a report, less fishing with the query builder. I'm with PureInsights and we offer a Call Detail CSV extract that includes ANI and DNIS that is accessible via a web browser, using your PureCloud credentials. View results or export/import easily into Excel (a nice clean CSV with no graphic artifacts or merged cells).

Subscriptions start at US$75/mo for unlimited use. You can sign up with a credit card and start using it immediately. Just requires a subscription with us and the Supervisor Role assigned in PureCloud. Feel free to contact me at rick.mcglinchey@mypureinsights.com or visit our website: https://mypureinsights.com

For deeper data/analytics/reporting needs we also offer a Hosted SQL Database, where we pull your data out of PureCloud and host it in an Oracle database in AWS for you, again for a monthly subscription.

On the real time front we also offer a configurable dashboard for the contact center that is also browser-based, so it's wherever you are.

Happy to help if you have any questions.

Rick

That's a good feature request. We currently don't have a DID filter but I will go ahead and add that as a feature request for future enhancements. It hasn't been prioritized yet but I do agree that this a an addition many customers would welcome.

Rebecca Gibson, PureCloud Product Manager, rebecca.gibson@genesys.com