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With reporting Deprecated trying to find the total number of minutes for all calls

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  • 1.  With reporting Deprecated trying to find the total number of minutes for all calls

    Posted 03-03-2023 22:57
    No replies, thread closed.

    Hello Community,

    Here is my minor problem. My telephony provider has sent me a bill for January 2023 and stating that we used more total minutes for all incoming and outgoing calls than we ever have in the month of January. In fact, it borders our peak call volume times during the spring and summer periods. I am need of finding a way to pull all minutes (inbound and outbound) for the month of January for every call, even if the outbound call was not assigned to a queue. In essence total trunk usage.

    I have gone under performance - DNIS performance / and set it for the month of January; however, my totals come back over 80k minutes short of my alleged overage. Before I go back to my carrier, I want to make sure I am pulling the correct data and also to make sure I haven't been the victim of a Phone Hack of using my system to make unauthorized calls.

    Anyone able point me to the correct way to pull the data I am looking for?


    #Reporting/Analytics

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    James "Chris" Creed
    North Carolina One-Call
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  • 2.  RE: With reporting Deprecated trying to find the total number of minutes for all calls

    Posted 03-11-2023 00:41
    No replies, thread closed.

    That DNIS view is the best to get the stats you need.  There is no way for numbers to terminate in Genesys Cloud if the DID is not programmed into the system.  You will show it on that report.  Yes, it does sound like you have someone forward a user or voicemail box to an outside number.  Best to get the list of outbound from you carrier and compare that with the number of outbound interactions in the Interactions View.  



    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



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