Genesys Cloud - Main

All,

is it possible to provide the following from the out of the box reporting in Genesys Cloud OR is something in addition required ?.

•    Number of calls that failed to play a dropped call announcement, and the sorts of calls they were e.g. <5 seconds 
•    % abandoned calls with a message played 
•    % compliance of abandoned /nuisance calls being locked out for 72 hours 
•    % predicted calls being connected within 2 seconds 

Is there anyway in which the current reporting can be manipulated to provide this information ?.

•    Number of calls that failed to play a dropped call announcement, and the sorts of calls they were e.g. <5 seconds 

You can look for calls less than 5 seconds for sure, but how would you define calls that failed to play the announcement?  Are you using Flow Milestones?

•    % abandoned calls with a message played 

Again, that would be looking at percentage of calls that met or did not meet a flow milestone.  

•    % compliance of abandoned /nuisance calls being locked out for 72 hours 

How are you identifying and defining these nuisance calls?  Are you adding them to a table some place?

•    % predicted calls being connected within 2 seconds 

That is in the Outbound Performance Report and the Interactions report when you show the Time to Agent column. 

All,

is it possible to provide the following from the out of the box reporting in Genesys Cloud OR is something in addition required ?.

•    Number of calls that failed to play a dropped call announcement, and the sorts of calls they were e.g. <5 seconds 
•    % abandoned calls with a message played 
•    % compliance of abandoned /nuisance calls being locked out for 72 hours 
•    % predicted calls being connected within 2 seconds 

Is there anyway in which the current reporting can be manipulated to provide this information ?.

Robert - I am not currently using flow milestones and think that i will have to in order to overcome the 2 initial points in my question. Is it possible to use the milestones for ALL of the elements in my question ?..

•    Number of calls that failed to play a dropped call announcement, and the sorts of calls they were e.g. <5 seconds 

You can look for calls less than 5 seconds for sure, but how would you define calls that failed to play the announcement?  Are you using Flow Milestones?

•    % abandoned calls with a message played 

Again, that would be looking at percentage of calls that met or did not meet a flow milestone.  

•    % compliance of abandoned /nuisance calls being locked out for 72 hours 

How are you identifying and defining these nuisance calls?  Are you adding them to a table some place?

•    % predicted calls being connected within 2 seconds 

That is in the Outbound Performance Report and the Interactions report when you show the Time to Agent column. 

All,

is it possible to provide the following from the out of the box reporting in Genesys Cloud OR is something in addition required ?.

•    Number of calls that failed to play a dropped call announcement, and the sorts of calls they were e.g. <5 seconds 
•    % abandoned calls with a message played 
•    % compliance of abandoned /nuisance calls being locked out for 72 hours 
•    % predicted calls being connected within 2 seconds 

Is there anyway in which the current reporting can be manipulated to provide this information ?.

Yes except for the last which is just part of the campaign performance view.

Robert - I am not currently using flow milestones and think that i will have to in order to overcome the 2 initial points in my question. Is it possible to use the milestones for ALL of the elements in my question ?..

•    Number of calls that failed to play a dropped call announcement, and the sorts of calls they were e.g. <5 seconds 

You can look for calls less than 5 seconds for sure, but how would you define calls that failed to play the announcement?  Are you using Flow Milestones?

•    % abandoned calls with a message played 

Again, that would be looking at percentage of calls that met or did not meet a flow milestone.  

•    % compliance of abandoned /nuisance calls being locked out for 72 hours 

How are you identifying and defining these nuisance calls?  Are you adding them to a table some place?

•    % predicted calls being connected within 2 seconds 

That is in the Outbound Performance Report and the Interactions report when you show the Time to Agent column. 

All,

is it possible to provide the following from the out of the box reporting in Genesys Cloud OR is something in addition required ?.

•    Number of calls that failed to play a dropped call announcement, and the sorts of calls they were e.g. <5 seconds 
•    % abandoned calls with a message played 
•    % compliance of abandoned /nuisance calls being locked out for 72 hours 
•    % predicted calls being connected within 2 seconds 

Is there anyway in which the current reporting can be manipulated to provide this information ?.