Interactive Insights reporting Consults Internal Inbound HELP

General Discussion
1

Hello,
This is going to sound a little crazy… I’m sure.
In our reporting we have inconsistency and potentially misunderstanding.
e have Column I Inbound, Internal Accepted and column U Consults Received. Do I add all three of those together to get a total of interactions my people had, actual calls they picked up? Consults received and the total of accepted calls do not match completely, but it has always been our assumption that Consults were counted within the accepted field. We are starting to question this.

Thanks

2

Simple consultations does not count under “Inbound”. If it is a warm transfer (consultation and then transfer), then it is counted as “Inbound”.

On the other hand, simple consultations are counted under “Consults Received”, but Warm Transfers are not counted.

Refer to the GI2 Universe Guide. It has a description for every metric:
https://docs.genesys.com/Special:Repository/81ii_universe.pdf?id=ad44ce79-61c5-47b2-af96-a6a1790485e5