Understanding Voicemail Reporting for Genesys

You can look at voicemail reporting by using the Sessions data set and filtering on Purpose to see interactions that ended in the voicemail system.

1. 1

   Choose Reports on the left sidebar menu.

2. 2

   Click the + button on top or choose Create New Report at the bottom.

3. 3

   Choose Sessions and click Next.

4. 4

   Choose whether you want a Detail or Summary level report.

   

5. 5

   Click and drag Participant Name to the Rows box.

6. 6

   Click the vertical ellipsis next to Purpose.

7. 7

   Select Add to Filter.

   

8. 8

   At the top of the report, click the blue link next to the Purpose filter to open a popup.

9. 9

   Select Voicemail from the list.

10. 10

    Click Apply.

11. 11

    Click the green checkmark in the upper right corner of the filter popup.

    

12. 12

    Click on Values under Fields.

13. 13

    Select any values you want included in the report.

14. 14

    Drag the selected values into the Values box.

    

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

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