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Dashboards & Reports Featuring Secondary Agent Presence

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  • 1.  Dashboards & Reports Featuring Secondary Agent Presence

    Posted 07-27-2018 11:43
    Hi All,

    We're in the middle of designing a PureCloud environment for a client and I've run into an issue regarding Secondary Presence Status and how to keep active tabs on this information.

    From the following link I've found that Genesys support both dashboard and report functionality on Secondary Status:
    Presence, status, and activity indicators - PureCloud Resource Center

    However - that page did not indicate a location for these.  Since yesterday I've found only the "User Status Detail" report as a means of reporting on these status'.

    Are there any other locations to monitor this?  We're hoping for a dashboard where the supervisors can actively Monitor for these.



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    Nick Payton
    Digital DataVoice (DDV)
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  • 2.  RE: Dashboards & Reports Featuring Secondary Agent Presence
    Best Answer

    GENESYS
    Posted 07-27-2018 12:08
    Edited by George Ganahl 07-30-2018 10:13
    The User Status Detail report shows secondary statuses.

    If you go into the Queues Activity view, and drill down on a Queue, you can click on the Status column header and select Show Secondary Status at the bottom to display the secondary rather than primary status:
    Secondary status display
    In the Queues view, drill down on a queue, then hover your cursor over an agent's status to see the secondary status:

    Hover to view secondary status
    Those are a few ways to see it. I'm not sure if there are more options.

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    George Ganahl
    Principal Program Manager
    Genesys
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  • 3.  RE: Dashboards & Reports Featuring Secondary Agent Presence

    Posted 07-27-2018 16:46
    Hey George,

    Looks like you might have meant the Queues Activity Detail (drill down to the specific queue?  I see form the screen shot it seems to match that.

    Thanks for your help!

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    Nick Payton
    Digital DataVoice (DDV)
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  • 4.  RE: Dashboards & Reports Featuring Secondary Agent Presence

    GENESYS
    Posted 07-27-2018 17:23
    Well...yeah. My brain thought Activity and my fingers typed Performance.

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    George Ganahl
    Principal Program Manager
    Genesys
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  • 5.  RE: Dashboards & Reports Featuring Secondary Agent Presence

    Top 25 Contributor
    Posted 14 days ago
    We've also recently released a new Tab on the Queue Performance View that includes this information:  https://help.mypurecloud.com/articles/queues-agents-detail-view/

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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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