Hi all

Been browsing this site in and out for years and have finally joined up as I cant find the answer to one of my questions.

I have recently joined a company using a "complete" Genesys Solution.

We can't capture outbound call volumes and Genesys don't seem bothered about it. The Contact Centre has been setup for about 3 years and they have been guessing at outbound call volumes as a percentage of inbound forecast, but have nothing to back up why they have been doing it this way.

Is there a simple....or complex way of setting up Genesys to capture outbound call volumes?

thanks in advance

Sam

*starts dreaming about the days of IEX and symposium*

Do you know what reporting solution do you have in place?

Hi Darryl

Sorry I haven't replied sooner, I have been on holiday!

We have Hyperion Performance Suite 8.3

Sam

Initially I thought this was for the Genesys Dialler (OCS) - Just reread your post and realised that it's not, it's for bog standard outbound calls.

The other important thing is what switch is being used. Are there Genesys SIP servers, or do you have a platform like Avaya underneath it?

The short answer is that it's not an easy job, because not much is on Genesys. That's the price you pay for having a very flexible and configurable platform.

Theoretically anything can be reported in Genesys by tweaking the platform - but what needs tweaking depends on how everything is set up. The basic process is to make sure the statistic is available, concentrate it into the data warehouse, and then write a report (or modify one) to show it.

We have Genesys SIP servers.

I have been told that we should be able to tag calls when dialing outbound and the current configuration picks up any calls made by agents. currently our outbound calls count actual outbound, internal calls, transfers.

We might be getting help from someone at Genesys now, but they are confused as to why this wasn't setup correctly in the first place and why it has taken 3 years for someone to notice it.....