Interesting, in "Performances", we can view this data through flow Outcomes, so I can use it to have these calls
Original Message:
Sent: 04-10-2025 21:24
From: Anton Vroon
Subject: Dissuaded/discouraged calls in Genesys Cloud
Couple of potential options to look at:
For calls pre queue you could use Flow Outcomes and Flow Milestones to track those numbers. Which also then lets you visualise those paths with Journey Flows
Journey flows overview - Genesys Cloud Resource Center
And then the calls that arrived at queue, flow outcomes and milestones are not available for in queue flows, so yes you could look at abandon calls and flow outs (which would include callbacks) depending no how your inqueue flow is setup to get the value for those.
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Anton Vroon
Original Message:
Sent: 04-10-2025 11:46
From: Jeremie SIMON
Subject: Dissuaded/discouraged calls in Genesys Cloud
Hello,
I hear a discouraged call, a call routed to a message inviting them to retry their calls later.
In the absence of group-specific statistics on Genesys Cloud, our reporting team relies on a call queues level-based system to establish statistics and Quality of Service (QoS) by population/called numbers, as well as global QoS:
DNIS number 1 >
Priority 1
Queue DNIS 1 Group X LVL1
Queue DNIS 1 Group Y LVL1
Queue DNIS 1 Group Z LVL1
Priority 2
Queue DNIS 1 Group X LVL2
Queue DNIS 1 Group Y LVL2
Queue DNIS 1 Group Z LVL2
Priority 3
Queue DNIS 1 Group X LVL3
Queue DNIS 1 Group Y LVL3
Queue DNIS 1 Group Z LVL3
DNIS number 2 >
Priority 1
Queue DNIS 2 Group X LVL1
Queue DNIS 2 Group Y LVL1
Queue DNIS 2 Group Z LVL1
Priority 2
Queue DNIS 2 Group X LVL2
Queue DNIS 2 Group Y LVL2
Queue DNIS 2 Group Z LVL2
Priority 3
Queue DNIS 2 Group X LVL3
Queue DNIS 2 Group Y LVL3
Queue DNIS 2 Group Z LVL3
Etc...
It's just an example, because we have a large number of queues/groups.
From their point of view, any call that does not reach a queue is not counted, as they are unable to associate these calls with a specific queue / level.
Therefore, we can only track dissuaded calls through specific "data participants" (IVR flow-out) within these interactions - this allows us to determine when a call has been dissuaded by the system. However, this does not include calls that are dissuaded at the IVR level (e.g., when no agents are available across the relevant queues and no queue transfer occurs - these are considered dissuaded calls as well, but remain untracked because this specific metric seem to not exist).
I know disconnect reasons (https://help.mypurecloud.com/articles/disconnect-reasons/).
Do you have any ideas that could help us easily count these calls, or any methods that could facilitate the establishment of a reliable QoS?
Thank you for your help.
Regards,
#Reporting/Analytics
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Jeremie
IT
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