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Inbound Calls Report

Creating a new report for the inbound calls, not the interactions. If one inbound call gets routed to an agent, who does not accept the interaction, the call will be routed again to the ACD, increasing the Offered metric by one, so this metric does not show the exact volume of inbound calls of the organization. This metric is very useful for sizing the number of agents needed in a contact center.

  • Guest
  • Apr 24 2019
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  • Clay Tison commented
    25 Apr, 2019 08:19pm

    Thank you very much for submitting your idea! Is this idea regarding PureCloud? Please let me know which product this pertains to so I can direct this to the correct product team.

    Thank you!