Genesys Cloud - Main

Hello - we are in the process of creating our call evaluation forms in advance of transitioning our call evaluation process to Genesys. In our discussion of reporting capabilities yesterday, it came up that we'd like to be able to capture and report on the phone number/client that the call came in on (we are a third-party provider and take calls for over 100 different companies). In reviewing the canned report for quality reporting, it doesn't appear that it pulls in the DNIS (I attached what I found in the system as the example). Is there a way to capture this information without building it into the call evaluation form itself? AND if we do need to build it into the call evaluation form itself, how would we do so (possibly a multiple choice list where we'd have to list ALL 100+ DNIS lines)?
#QualityManagement
#Reporting/Analytics

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Amber-

Did you look at the DNIS Performance View?  or the Interactions View?

https://help.mypurecloud.com/articles/dnis-performance-view/
https://help.mypurecloud.com/articles/interactions-view/

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 10-14-2020 09:49
From: Amber Krueger
Subject: Reporting question - DNIS capabilities?

Hello - we are in the process of creating our call evaluation forms in advance of transitioning our call evaluation process to Genesys. In our discussion of reporting capabilities yesterday, it came up that we'd like to be able to capture and report on the phone number/client that the call came in on (we are a third-party provider and take calls for over 100 different companies). In reviewing the canned report for quality reporting, it doesn't appear that it pulls in the DNIS (I attached what I found in the system as the example). Is there a way to capture this information without building it into the call evaluation form itself? AND if we do need to build it into the call evaluation form itself, how would we do so (possibly a multiple choice list where we'd have to list ALL 100+ DNIS lines)?
#QualityManagement
#Reporting/Analytics

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

The DNIS Performance doesn't seem to have an option to select a column for evaluated call - we are looking to capture how many calls on each DNIS were reviewed via a call evaluation and the underlying data of those reviews (call score, trending issues, etc.).  Looking at Interactions, would adding Monitored be what we'd be looking for?

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Original Message:
Sent: 10-14-2020 16:33
From: Darlene Oordt
Subject: Reporting question - DNIS capabilities?

Amber-

Did you look at the DNIS Performance View?  or the Interactions View?

https://help.mypurecloud.com/articles/dnis-performance-view/
https://help.mypurecloud.com/articles/interactions-view/

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 10-14-2020 09:49
From: Amber Krueger
Subject: Reporting question - DNIS capabilities?

Hello - we are in the process of creating our call evaluation forms in advance of transitioning our call evaluation process to Genesys. In our discussion of reporting capabilities yesterday, it came up that we'd like to be able to capture and report on the phone number/client that the call came in on (we are a third-party provider and take calls for over 100 different companies). In reviewing the canned report for quality reporting, it doesn't appear that it pulls in the DNIS (I attached what I found in the system as the example). Is there a way to capture this information without building it into the call evaluation form itself? AND if we do need to build it into the call evaluation form itself, how would we do so (possibly a multiple choice list where we'd have to list ALL 100+ DNIS lines)?
#QualityManagement
#Reporting/Analytics

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Original Message:
Sent: 10/14/2020 4:48:00 PM
From: Amber Krueger
Subject: RE: Reporting question - DNIS capabilities?

The DNIS Performance doesn't seem to have an option to select a column for evaluated call - we are looking to capture how many calls on each DNIS were reviewed via a call evaluation and the underlying data of those reviews (call score, trending issues, etc.).  Looking at Interactions, would adding Monitored be what we'd be looking for?

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Original Message:
Sent: 10-14-2020 16:33
From: Darlene Oordt
Subject: Reporting question - DNIS capabilities?

Amber-

Did you look at the DNIS Performance View?  or the Interactions View?

https://help.mypurecloud.com/articles/dnis-performance-view/
https://help.mypurecloud.com/articles/interactions-view/

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 10-14-2020 09:49
From: Amber Krueger
Subject: Reporting question - DNIS capabilities?

Hello - we are in the process of creating our call evaluation forms in advance of transitioning our call evaluation process to Genesys. In our discussion of reporting capabilities yesterday, it came up that we'd like to be able to capture and report on the phone number/client that the call came in on (we are a third-party provider and take calls for over 100 different companies). In reviewing the canned report for quality reporting, it doesn't appear that it pulls in the DNIS (I attached what I found in the system as the example). Is there a way to capture this information without building it into the call evaluation form itself? AND if we do need to build it into the call evaluation form itself, how would we do so (possibly a multiple choice list where we'd have to list ALL 100+ DNIS lines)?
#QualityManagement
#Reporting/Analytics

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

I was able to add the DNIS filer to the Interactions view, but I don't see a section titled Evaluations. Could this be because we haven't launched the evaluations component yet?

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Original Message:
Sent: 10-14-2020 16:56
From: Darlene Oordt
Subject: Reporting question - DNIS capabilities?

Amber-

 

If you're looking for Quality Evaluations then you'd want to filter the Interactions view using a filter in the section titled Evaluations and you could also add a DNIS filter as well if you're looking for evaluations with a specific DNIS.

 

DK

 

Original Message:
Sent: 10/14/2020 4:48:00 PM
From: Amber Krueger
Subject: RE: Reporting question - DNIS capabilities?

The DNIS Performance doesn't seem to have an option to select a column for evaluated call - we are looking to capture how many calls on each DNIS were reviewed via a call evaluation and the underlying data of those reviews (call score, trending issues, etc.).  Looking at Interactions, would adding Monitored be what we'd be looking for?

------------------------------
Amber Krueger
Ultimus Fund Solutions

Original Message:
Sent: 10-14-2020 16:33
From: Darlene Oordt
Subject: Reporting question - DNIS capabilities?

Amber-

Did you look at the DNIS Performance View?  or the Interactions View?

https://help.mypurecloud.com/articles/dnis-performance-view/
https://help.mypurecloud.com/articles/interactions-view/

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 10-14-2020 09:49
From: Amber Krueger
Subject: Reporting question - DNIS capabilities?

Hello - we are in the process of creating our call evaluation forms in advance of transitioning our call evaluation process to Genesys. In our discussion of reporting capabilities yesterday, it came up that we'd like to be able to capture and report on the phone number/client that the call came in on (we are a third-party provider and take calls for over 100 different companies). In reviewing the canned report for quality reporting, it doesn't appear that it pulls in the DNIS (I attached what I found in the system as the example). Is there a way to capture this information without building it into the call evaluation form itself? AND if we do need to build it into the call evaluation form itself, how would we do so (possibly a multiple choice list where we'd have to list ALL 100+ DNIS lines)?
#QualityManagement
#Reporting/Analytics

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Original Message:
Sent: 10/14/2020 5:02:00 PM
From: Amber Krueger
Subject: RE: Reporting question - DNIS capabilities?

I was able to add the DNIS filer to the Interactions view, but I don't see a section titled Evaluations. Could this be because we haven't launched the evaluations component yet?

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------

Original Message:
Sent: 10-14-2020 16:56
From: Darlene Oordt
Subject: Reporting question - DNIS capabilities?

Amber-

 

If you're looking for Quality Evaluations then you'd want to filter the Interactions view using a filter in the section titled Evaluations and you could also add a DNIS filter as well if you're looking for evaluations with a specific DNIS.

 

DK

 

Original Message:
Sent: 10/14/2020 4:48:00 PM
From: Amber Krueger
Subject: RE: Reporting question - DNIS capabilities?

The DNIS Performance doesn't seem to have an option to select a column for evaluated call - we are looking to capture how many calls on each DNIS were reviewed via a call evaluation and the underlying data of those reviews (call score, trending issues, etc.).  Looking at Interactions, would adding Monitored be what we'd be looking for?

------------------------------
Amber Krueger
Ultimus Fund Solutions

Original Message:
Sent: 10-14-2020 16:33
From: Darlene Oordt
Subject: Reporting question - DNIS capabilities?

Amber-

Did you look at the DNIS Performance View?  or the Interactions View?

https://help.mypurecloud.com/articles/dnis-performance-view/
https://help.mypurecloud.com/articles/interactions-view/

------------------------------
Darlene Oordt
Sr. Director Product Management
Genesys - Employees

Original Message:
Sent: 10-14-2020 09:49
From: Amber Krueger
Subject: Reporting question - DNIS capabilities?

Hello - we are in the process of creating our call evaluation forms in advance of transitioning our call evaluation process to Genesys. In our discussion of reporting capabilities yesterday, it came up that we'd like to be able to capture and report on the phone number/client that the call came in on (we are a third-party provider and take calls for over 100 different companies). In reviewing the canned report for quality reporting, it doesn't appear that it pulls in the DNIS (I attached what I found in the system as the example). Is there a way to capture this information without building it into the call evaluation form itself? AND if we do need to build it into the call evaluation form itself, how would we do so (possibly a multiple choice list where we'd have to list ALL 100+ DNIS lines)?
#QualityManagement
#Reporting/Analytics

------------------------------
Amber Krueger
Ultimus Fund Solutions
------------------------------