Basically, if you want to track it for now, you'll need to use Flow Outcomes and be very specific how you set it up in Architect.
In a Task:
1. Set a Flow Outcome to mark a transfer to a group
2. Use the Transfer to Group action with "Allow rollover to voicemail" set to "False" and the "Connect Timeout" set to something shorter than the timeout in the group settings
3. If the transfer works and someone answers, the flow ends and you'll have a Flow Outcome recorded for that interaction indicating it transferred to the group..
4. On the Failure path of the Transfer to Group set that original flow outcome to FAILURE and another Flow Outcome to show a transfer to that group's voicemail.
5. Use a Transfer to Voicemail action to send the call to the group's voicemail.
6. If that works, the Flow Outcome will show a transfer to voicemail for that interaction.
7. If it fails, then set the flow outcome to FAILURE and do whatever you decide should be next
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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 11-22-2019 16:15
From: George Ganahl
Subject: Group Reports
That's kind of counter-intuitive...ACD queues and agents have metrics. Groups are not designed to have metrics because no ACD license is required to use them to distribute calls.
There is work being scoped to add the "Group Voicemail Exit" statistic to the Exits column in the Flows view, but that won't capture calls that get transferred to a group and it times out on the Group side (rather than in Architect) and goes to voicemail from there.
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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 11-22-2019 16:10
From: Bob Shappell
Subject: Group Reports
Barb and George,
I certainly appreciate all that you've done on this. Any chance there's dev work being done in Performance views to be able to display Group metrics? I can't imagine this customer is the first to ask about it...
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Bob Shappell
Avtex Solutions, LLC
Original Message:
Sent: 11-22-2019 14:39
From: Barbara Lee
Subject: Group Reports
Hi George
Thanks for bringing that up. I have only tested using Broadcast and the environment using it had less than 15 users in the group. For the other type of groups and broadcast groups with over 15 there would be no guarantee the dummy user would be alerted; I can't think of a workaround for that.
The dummy user I had for testing has never been logged in but on the interactions to the group it shows as being alerted along with the other members.
I also tried to see if I could use the extension number of the group to capture as the DNIS on the interaction for sorting but it would only work if a user placed an internal call to the extension number of the group; if the call came from the IVR it wasn't captured.
One option i haven't been able to try yet is to add a DID telephone number to the group and test a route to that number from the IVR to see if it works.
Thanks,
Barb
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Barbara Lee
Brant Telephone Inc.
Original Message:
Sent: 11-22-2019 13:55
From: George Ganahl
Subject: Group Reports
Thanks, Barbara. Are you saying you tested this hypothesis, for all the types of alerting (Broadcast, Sequential, and Rotary) with that dummy user online and again with the user offline?
I am wondering what happens when that user is not one of the "15 randomly selected" users for the broadcast ring, or not the first user called for Rotary, etc.
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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 11-22-2019 13:36
From: Barbara Lee
Subject: Group Reports
Hello
I think you should be able to get these statistics for calls to a Group and how many went to the Groups voicemail by using the Performance Interactions view.
To filter the Interactions to display only the calls to the group you could add a phantom/unused type User as a member of the group. Since an interaction displays all members of the group who were alerted for the call you could then filter interactions to display just calls to this user which would be the total number of calls coming into the group. From there you could add an additional filter using "Limit Interactions" and "Voicemail" which would then show which of the calls to the group went to voicemail.
Depending on your licensing though you may also incur an additional cost for the phantom user. I had to assign a Communicate User Role, WebRTC phone and an extension for it. I don't know of a way to filter interactions based on Group name, just User name. You could filter by an existing member of the group but you would also see all other calls for that user.
Hope this helps.
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Barbara Lee
Brant Telephone Inc.
Original Message:
Sent: 11-20-2019 10:38
From: George Ganahl
Subject: Group Reports
I was looking at /api/v2/voicemail/groups/{groupId}/mailbox which will tell you how many messages are in a group's mailbox:
{ "usageSizeBytes": 0, "totalCount": 0, "unreadCount": 0, "deletedCount": 0}However, it doesn't give you a date range and probably wouldn't be much use.
I didn't see anything in the Analytics API to give a count of calls that went to voicemail.
I haven't been able to think of another avenue.
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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 11-20-2019 10:15
From: Bob Shappell
Subject: Group Reports
Thanks Darlene. I mentioned using flow outcomes, but that still doesn't tell us how many were actually answered and how many went to VoiceMail.
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Bob Shappell
Avtex Solutions, LLC
Original Message:
Sent: 11-20-2019 10:04
From: Darlene Oordt
Subject: Group Reports
Have you checked out the Performance views? Performance > Flows and Performance > Flows > Destinations should give you the insight of whether customers are disconnecting in flow or where they are exiting to. We don't currently have menu keypress analytics, but you may want to look at Flow Outcomes to set some outcomes that then you could see via the Performance > Flow Outcomes views.
https://help.mypurecloud.com/articles/flow-performance-views-overview/
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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
Original Message:
Sent: 11-20-2019 09:43
From: Bob Shappell
Subject: Group Reports
Just received this from a customer:
Is it possible to get a report of the number of calls sent to a group from an IVR selection and of those calls how many were answered and how many were sent to voicemail?
I am not aware of such a metric, but thought I should ask...
Thanks!
#Reporting/Analytics
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Bob Shappell
Avtex Solutions, LLC
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