Required Subscription: Genesys PureCloud
Required Permission Level: Reports and Dashboard Creator
When you need to pull a report on some of the specifics of an interaction, you may find yourself looking at the session's data set. Use our brief breakdown below of that data set to see if this contains the data you are looking for.
First you will want to click on the green plus button here or at the bottom of the Report templates page and choose "Sessions" and next:
Then choose if you want to run a detail sessions report or summary level data:
If you choose Summary you'll be brought into this view here and you'll need to drag into the rows, columns, and values boxes each of the summary level dimensions and values you want to see on your report. This will include summarized totals of things like Session Count, Hold Time, Wrap Time, etc...
If you choose Detail you'll be brought into this view here and you'll need to drag into the Rows, Columns and Values boxes each of the Dimensions and Values you want to see on your report. This will include details on each individual call, complete with things like Session DNIS, Purpose, ANI, Conversation ID, etc. This can be used to trace calls by locating them using ANI and then clicking on the call to bring up the cradle to grave report: