Calculating Repeat and Unique callers

[Anton_Vroon]

Hi everyone,

Does anyone have a good way of capturing repeat caller numbers.
Eg over a date range there could be 1m calls.
Of those how many are unique callers, how many are repeat callers, for repeat callers how many times did they repeat.

For a single caller, I can use the Conversation Detail API and just do ANI equals customer number, and if hits =2 or more that is a repeat caller. But that doesn't help with very large data sets.

Exporting to Excel from Interaction Performance is also unwieldy when it is large datasets, as excel just can't handle the large data set at least not on the devices we have.
And sure I can try to reduce the data set by restricting queues and dates, but then to get a view over the month I have to do this multiple times and then still stitch it back together. And this is something we will need to report on regularly, so no one wants to get stuck slowly running through this.

Any ideas would be appreciated.

[Eos_Rios]

You really need a data warehouse or a data mart to anything meaningful and repeatable.
You can't do any real, timely, analytics to scale with Genesys Cloud of the box, the amount of redundant API calls and time delays would be prohibitive.

You have to have somewhere to put the data you can actually slice and dice it how you need to for the invariably numerous ways their API will be unable to provide what you need and how you need it, and they don't really make that easy to do either, leaving the customer entirely responsible for figuring out how to retrieve, interpret and store the data.

[Anton_Vroon]

Thanks for the reply Eos_Rios

Yeah we had a piece of work to put Genesys data in to our data whare house, except they excluded the Conversation Detail data, for "reasons"

But it's what I expected.