Darlene, this action is frequented daily but my point was that Interactions from the Performance>Interactions tab should be downloadable as well. Similar to the performance view export that was recently released.
While history and interaction reports are useful they are User/Group specific. There is currently no report that you can use to either extract ANI or DNIS. There is also no report to distinguish call history of a telephone station whether a DID is assigned or the named phone identification.
For example: Not all IVR services follow the path of entering a queue. If an IVR service was linked to a queue then exporting data associated to that queue wouldn't be a problem. But when your IVR does not direct via a queue there is no visibility on how your IVR is functioning for your customers or performance analytics. Systematically there is no alert in any UI data to determine if your IVR is failing or not.
The only source of data information without using a 3rd party reporting tool is to reflect into the log files for errors, Interactions view using ANI/DNIS to filter out what you are after then manually collaborating that detail together.
Unless I have developer knowledge and know how to extract this detail from the back-end, a front end user who is attempting to grab such detail will sit on the merry go round looking how to be able to extract, filter in accordance of DNIS or ANI specific.
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Darryn Chang
Stuff Limited
New Zealand
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Original Message:
Sent: 06-14-2018 12:36
From: Darlene Oordt
Subject: PureCloud DNIS number report
Have you looked at the Interactions View (Performance>Interactions) this allows you to filter by ANI and DNIS.
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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
Original Message:
Sent: 06-13-2018 20:52
From: Darryn Chang
Subject: PureCloud DNIS number report
Will this combat a downloadable report view of the interactions?
While Interactions reports are present at the moment, it is only filtered by User, Group and Queues which when it comes to identifying such DNIS or ANI that associated to IVR call flows there is nothing.
Not all IVRs that traverse through the interactions view are directed to a queue. I hope the DNIS report can also include ANI as well
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Darryn Chang
Stuff Limited
New Zealand
Original Message:
Sent: 06-13-2018 12:44
From: Darlene Oordt
Subject: PureCloud DNIS number report
A new dynamic view specific for calls based on DNIS is being developed right now. If you want to get an idea of what this new view will look like I encourage you to have a look at the Skill View available under 'Performance', 'Skill Performance'. The DNIS view will look very similar whereby each inbound DNIS used in your environment will be shown. For each of the DNIS used a similar set of metrics as currently available under the Skill Performance View will be exposed.
Most likely after the initial release of the DNIS view exporting capabilities will be added to the view as well similar to how the Queue Performance View has export as well (Export will be added to all the views).
Right now the target for this DNIS view is in the later part of Q3.
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Darlene Oordt
Genesys - Employees
Original Message:
Sent: 06-12-2018 09:09
From: Sanele Mpanza
Subject: PureCloud DNIS number report
Hi
Kindly assist with the below request.
I have attached a list of our marketing numbers linked to the DNIS numbers, we need to identify via Pure cloud how many calls were routed to these numbers. There are standard reports on Pure cloud however it does not provide details on the DNIS numbers.
They need a report that can show the number of calls for each of those numbers, we can see the numbers on the Interaction report however when exported it excludes the DNIS numbers (standard report)
I am not sure if they have an issue with PureCloud DNIS report.
Thanks
Sanele
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Sanele Mpanza
Anana Innovation Africa (Pty) Ltd.
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