Genesys Cloud - Main

Good afternoon, everyone,

For auditing purposes, I'd like to understand how others are reporting on their volume of compliance abandons.

At present, the UI provides the percentage of compliance abandons, but not the count of instances. To my knowledge, there also isn't a report that tags the specific interactions contributing to that figure.

In previous platforms I've worked with, the reporting functionality around compliance abandons has been more robust, but I haven't found anything comparable within Genesys.

Could anyone share how they approach this reporting?

Hello Adam, 

I can think of a couple things that might help. 

1. Campaign performance detail report
   1. This report includes:
      1. Total abandon
      2. contact abandon rate
      3. Dial abandon rate
2. Dialer Campaign Detailed Attempt History Report
   1. This report includes:
      1. ConvID
      2. Date/time of attempt
      3. time to abandon
      4. dialing time to agent
      5. disconnect time
3. Custom Scheduled Experts
   1. You can schedule exports with different time granularity (30 min intervals up to monthly)
   2. Data can be exported for up to a month at a time.

Using a combination of these reports, particularly the Detailed Attempt History, should provide you with specific interaction-level data you need for auditing purposes. 

Hope this helps!

Good afternoon, everyone,

For auditing purposes, I'd like to understand how others are reporting on their volume of compliance abandons.

At present, the UI provides the percentage of compliance abandons, but not the count of instances. To my knowledge, there also isn't a report that tags the specific interactions contributing to that figure.

In previous platforms I've worked with, the reporting functionality around compliance abandons has been more robust, but I haven't found anything comparable within Genesys.

Could anyone share how they approach this reporting?