Genesys Cloud - Main

Hi All,

Is there a good way to report on calls which occured outside my defined opening hours? I did not found a way outside of Assigning Tags to calls and then pull all calls with a specific tag outside Genesys to make my own reports. 

But is it possible within genesys cloud?

Many Thanks
Florian
#Reporting/Analytics

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Florian Pickert
T-Systems Multimedia Solutions GmbH
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Hi Florian,

If you create schedules for your out-of-hours time you can route these calls through a specific flow. On the Interactions View you could then filter for calls that route to that Flow, or if you configure Flow Outcomes within it you could also report on those.

Hope that helps,

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Craig Stevenson
Genesys - Employees
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Original Message:
Sent: 03-10-2021 04:43
From: Florian Pickert
Subject: Measure Calls/Reports outside opening hours

Hi All,

Is there a good way to report on calls which occured outside my defined opening hours? I did not found a way outside of Assigning Tags to calls and then pull all calls with a specific tag outside Genesys to make my own reports.

But is it possible within genesys cloud?

Many Thanks
Florian
#Reporting/Analytics

------------------------------
Florian Pickert
T-Systems Multimedia Solutions GmbH
------------------------------