Understanding Voicemail Reporting for Genesys

Required Subscription: Genesys PureCloud

Required Permission Level: Reports and Dashboard Creator


You can look at voicemail reporting by using the Session data set and filter on Purpose as the Report filter to see interactions that ended in the Voicemail system like this:


Step 1: Choose Reports on the left sidebar menu

Step 2: Choose the plus button on top or bottom for Create New Report

Step 3: Choose Sessions and click Next

Step 4: Then choose whether you want your report to be a detail or summary level report      SummaryVsDetail.jpg

Step 5: Click and drag the Participant Name to the Rows box

Step 6: Click the vertical ellipsis next to Purpose

Step 7: Select Add to Filter                  Defining_Dimensions.jpg

Step 8: At the top, you'll see the filter option for Purpose is available.  Click the blue link to open a popup 

Step 9: Select Voicemail from list 

Step 10: Click Apply

Step 11: Click the green checkmark in the upper right corner of the filter popup   Filtering_to_Voicemail.jpg

Step 12: Click on Values under Fields

Step 13: Select any Values you want to be included in the report

Step 14: Click and drag the values to the Values box, in green   Values.jpg 

Below is an example of what the summary report might look like: 



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