Genesys Cloud - Main

The Agent metrics export report captures ACD and Non ACD calls.  If the rep is making outbound calls through the Interactions feature, it does not capture these  outbound calls. Where can I find this data for each rep?

Would love to know the answer to this. Have you gotten anything back from Genesys?

Unfortunately no response yet on this subject 

Hi guys,

I can try to help with this one, but I might need more information. I just tried this with a test agent, and the report did capture an outbound call on behalf of queue (screenshots below), so maybe I don't fully understand the situation.

Can you give me more info on which kinds of calls aren't showing up in the report? Are these calls part of an outbound campaign (as opposed to an agent just making a call on behalf of a queue?)

Report:

The same call in Performance > Interactions:

Let me try that first screenshot again....maybe this one will be slightly more readable.

I was told that by creating an Outbound queue and having the reps go through Interactions  to make outbound calls, the caller ID will display the toll free phone number and not your personal number on the caller's ID.  The rep I have using this process doesn't show any outbound calls. The reps that call without using this process show outbound calls on the Agt. Metric Report, but the caller ID shows their direct phone number. Hope ths clarifies it!

Hi John,

When I tested in production (the screenshots above were from my test environment), I didn't see outbound on behalf of queue calls in this report either.

I've filed a ticket with development about this, so I think a fix is on the way and this report should include those calls soon, especially since it does seem to include them in my test environment. What you described in terms of your Outbound queue setup sounds correct to me. 

I think that you can also set an outbound calling address and name on external trunks that will work even for business user calls (i.e. the ones that are showing up correctly in the report), but I am not a telephony expert, so maybe @Greg Shultz can confirm if that's true?

Thanks so much for the quick response and advice!